GH Quality Care is a care service registered to provide personal care to people in their own homes (domiciliary care). The service specialises in providing a support to people in the local community who live in the Bridgwater area. We announced our intention to inspect the domiciliary service so we could be sure the registered manager, office manager, staff and people receiving a service were available to talk to us.

At the last inspection in September 2015, the service was rated Good. At this inspection we found the service remained Good.

Why the service is rated Good.

There was a registered manager in post the registered manager was also the service provider. A registered manager is a person who has registered with CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

There were processes and practices in place to keep people safe. People told us they felt safe receiving care and support from GH Quality Care and with the staff they met. There was sufficient staff to meet people’s needs. People told us they received care and support from a team of regular staff whom they had come to know well and built relationships with.

People received effective care and support because staff understood their personal needs and abilities. Staff had the skills and knowledge to meet people’s needs. The provider had a programme of training which ensured staff had up to date guidance and information. People were always consulted fully before any care and support commenced.

People said they received support from staff who were always “polite and kind.” One person said, “The girls I see are brilliant they respect me for who I am. I would not change it at all.” Another person said, “Always a happy smiling face, something to look forward to.” People said all the staff they met went above and beyond the duties they expected.

People were supported to remain as independent as possible and some people were supported to maintain their interests and pursue their hobbies.

Staff were supported to develop their skills through training, staff meetings and one to one conversations. One staff member said, “The training is good they remind us when it is due and provide the resources.” The provider said they had started to use online training as well as the conventional methods they had previously used.

People and staff were supported by a registered manager/provider, office manager and care supervisor who were approachable and listened to any suggestions they had for continued development of the service provided.

There were systems in place to monitor the quality of the service, ensure staff kept up to date with good practice and to seek people’s views.

This inspection was announced and took place on 22 September 2015. We gave the provider short notice of the inspection as we needed to make sure we were able to access records and gain permission from people who used the agency to telephone them.

The last inspection of the service was carried out on 28 August 2013. No concerns were identified with the care being provided to people at that inspection.

G.H Quality Care provides personal care and support to people living in their own homes. At the time of this inspection the agency was providing support with personal care to 50 people.

There is a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People and their relatives were very complimentary about the quality of the service provided and of the management and staff team. One person told us “The girls are all so very kind, helpful and considerate. I really look forward to seeing them.” Another told us “All the carers are really lovely. They are always bright and cheerful and will go out of their way to help you.” A relative described the agency as “The best care company in Bridgwater.”

People had consistent staff that they were able to build trusting relationships with. This ensured people received care from a small number of staff who they got to know well. This aspect of the service was very much valued by people.

Care was planned and delivered in a way that was personalised to each person. Staff monitored people’s healthcare needs and, where changes in needs were identified, care was adjusted to make sure people continued to receive care which met their needs and supported their independence.

Staff were well trained and people were confident they had the skills to meet their needs. One person told us “They are all marvellous and certainly know what they are doing.” Another person said “They must get good training. They are all very professional and knowledgeable.”

Staff were well supported which led to high morale and a happy workforce. Many people commented that staff were always cheerful. One person told us “All the carers are really lovely. They are always bright and cheerful and will go out of their way to help you.” A relative said “This agency is a care company that really does care. I would recommend them to anybody.”

The agency had a robust recruitment procedure that ensured staff were thoroughly checked before they began work. Staff knew how to recognise signs of abuse and all said they were confident that any issues raised would be appropriately addressed by the registered manager. People felt safe with the staff who supported them.

There were systems in place to monitor the quality of the service and plan on-going improvements. People using the service and staff felt involved and able to make suggestions or raise concerns.

With their consent we spoke on the telephone with five people who used the service and three relatives. We met with the provider/manager, the office manager and spoke with two members of staff on the telephone. We gave the provider short notice of the inspection so that we could access the records we needed.

People told us that they were treated with respect by the staff who supported them. Comments included “they are all wonderful. I couldn’t find any sweeter girls if I tried” and “the girls help me wash in the mornings. They are so kind and very gentle. I never feel uncomfortable.”

Care plans had been signed by the individuals or their representatives which demonstrated that they had been involved in the development and review of their care needs. Two relatives made the following comments “the girls know my X so well and the care is completely tailored to their needs” and “I don’t think that you could find more personalised care anywhere. They really are fantastic.”

The people we spoke with told us that staff stayed for the allocated time and made sure that they received the care they needed. Comments included “I’ve never known the girls be late. They do all they can to help me” and “they never rush me and always have time for a chat. We have quite a laugh actually.”

The agency followed robust staff recruitment procedures which meant that risks to people were minimised.

The views of people who used the service were encouraged and responded to.

We gave the provider short notice of our inspection so that we could access the records we needed.

We spent time with the provider/manager at the agency’s office where we looked at a various records. We also spoke with four people who used the service and three members of staff on the telephone.

People who used the service told us that they were treated with respect by the staff who supported them. Comments included “I would describe the staff as kind, professional and methodical” and “I am always treated with respect and I never feel embarrassed when they help me with personal care.” One person said “they feel more like family as they know us so well.”

People told us that they felt well informed by the agency. Each person we spoke with told us that every week they were provided with the names of the staff who would be supporting them and the time they would be visiting. Comments included “I always know who is coming and what time to expect them. If they are going to be a bit late, the office always let me know” and “I have regular carers and I like that.”

People spoken with told us that they had a copy of their plan of care at their home. The staff we spoke with told us that the care plans told them everything they needed to know about how to support each person. They also told us that they were “always” provided with information about people’s needs and preferences before they were involved in supporting them.