The inspection took place on 6 and 8 December 2016 and was announced.

Glenavon Care is a domiciliary care service that provides personal care to people living in their own homes. They predominantly provide a service for older adults, some of whom may be living with dementia or may have a physical disability. The service does not provide nursing care. At the time of our inspection there were approximately 86 people using the service.

There was 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. The director of the company was the registered manager and there was also a general manager.

When we last visited the service we found staff did not have enough information to keep people safe and meet their individual needs. There were insufficient measures in place to check people were receiving a good quality care service. At this inspection we found people received a much improved service and there were systems in place to help ensure people’s needs were met in a safe and effective manner.

People were supported to remain safe in their own homes. Staff knew what to do if they were concerned a person was not safe. Individual risk assessments had been carried out and measures put in place to minimise potential harm. In response to a growing service, the manager was improving systems to manage risk within the organisation. People received their medicines safely and as prescribed. Staff had sufficient time to meet people’s needs safely and in a personalised way. The provider had a robust recruitment process which helped protect people from the risk of avoidable harm.

Staff received good quality training which enabled them to meet people’s needs effectively. People were given choices when receiving care and the service was meeting its responsibilities under the Mental Capacity Act. People were supported to consume food and drink of their choice. Staff worked well with people to help them maintain good health and to access health care professionals, where necessary.

People were treated with compassion and respect by staff. Care plans were in place which outlined people’s needs in a detailed way, which enabled staff to provide an individualised service. When people made a complaint senior staff were dedicated to providing a personalised response and avoiding future errors.

There was a visible owner and manager who were committed to providing a good quality service and continually driving improvements. There were thorough measures in place to check the quality of the service people received. The management team worked well together and supported staff to be motivated and dedicated.

The inspection took place on 8 December 2015 and was announced.

Glenavon Care Limited started providing care to people in April 2015. It is a small, domiciliary care

agency providing personal care and support services to people living in their own homes. These included people living with dementia and people with a physical disability. At the time of our inspection there were approximately 40 people using the service.

A registered manager was in post at the service. 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’s needs and risks were not assessed fully. Therefore, staff did not always have sufficient guidance and information to meet people’s needs and support them to minimise risk. People were supported by staff who were safely recruited; however systems to manage the deployment of staff were not running smoothly, therefore some people experienced late and missed visits.

The manager was committed to improving the service and responding to concerns raised, however improvements were not always implemented in a structured way. The manager had not yet developed an effective system to routinely monitor the safety, quality and effectiveness of the service being delivered and use any information gathered to drive improvements.

Staff checked with people that they were happy for them to undertake care tasks before they proceeded, but were not fully aware of their responsibilities under the Mental Capacity Act 2005 (MCA).

Staff did not consistently receive a personalised service and did not always receive a positive response to their complaints. People were treated with kindness, dignity and respect by staff.

Staff knew what actions to take to protect people from abuse. There were systems in place to support people to take their prescribed medicines safely. Staff took account of people’s health and nutritional needs and supported people to access health care professionals when needed.