This announced inspection took place on 15 May 2018. This was the first inspection of the service since its registration on 18 November 2015.

Genesis Recruitment Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults and younger disabled adults. On the day of our visit there were over 70 people using the service mainly living in the London Borough of Barking and Dagenham.

On the day of our inspection a registered manager was in place. 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.

During this inspection we found two breaches of regulations. This was because the service did not always follow correct procedures for the proper and safe management of medicines and risks were not always managed and mitigated for people using the service. We found quality monitoring systems in place were not always effective. You can see what action we have asked the provider to take at the end of the full version of this report. Overall, we have rated the service as Requires Improvement. This is the first time the service has been rated Requires Improvement.

We have made two recommendations. This was because systems did not consistently monitor staff training and the service did not always follow best practice guidelines in relation to capacity assessments for specific decisions.

People were treated with dignity and respect by staff who knew and understood their needs. They were supported to remain independent by polite and caring staff.

People were supported to eat a balanced diet that met their individual dietary needs. They were supported to access healthcare services in order to maintain their health.

Staff were supported by means of a comprehensive induction, regular supervision and annual appraisals.

People told us they felt safe using the service. Safeguarding procedures were in place and staff knew how to identify and report safeguarding concerns. Staff knew how to deal with emergencies and report incidents and accidents.

People’s needs were assessed and care and support was planned and delivered in line with their individual care and support needs. Peoples care plans had detailed guidance for staff regarding their preferences.

People made choices for themselves where they had the capacity to do so and the service operated in line with the Mental Capacity Act 2005.

The service had robust staff recruitment procedures in place and people received their personal care and support at the time they expected it by staff who were punctual. There were cover arrangements in place for staff absence.

Staff had a good understanding of infection control procedures and used personal protective clothing such as aprons and gloves when carrying our personal care or meal preparation to prevent the spread of infection.

The registered manager upheld their responsibilities to the Care Quality Commission (CQC) by submitting statutory notifications.

The service had a complaints procedure in place and people knew how to make a complaint. Staff told us they felt supported by the management team. People spoke positively about staff.