This inspection took place on 28 July 2016 and was announced. This meant we gave the provider 48 hours' notice of our visit because we needed to be sure someone would be in the office.

Gold Crown Care Service Limited is a domiciliary care service providing personal care to people living in their own homes. The office is based in Leicester and the service supports people living in Leicester and surrounding areas. At the time of our inspection there were eight people using the service. The service was able to support a range of complex health conditions in addition to people living with dementia and mental health needs.

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.

People told us they felt safe with staff and the care they received. People were kept safe from the risk of harm. Staff knew how to recognise signs of abuse and how to raise concerns. People had risk assessments which identified the risks people may be exposed to. Assessments did not always include the action staff needed to take to reduce the risk of harm in the first instance.

People were supported by the number of staff identified as necessary in their care plans to keep them safe. There were robust recruitment and induction processes in place to ensure new staff were safe and suitable to support people.

Staff had the skills and knowledge to provide care in accordance with best practice. People confirmed they had consistent staff who stayed for the full length of time allocated and arrived on time.

The registered manager and staff had a good understanding about how the service was required to uphold the principles of the Mental Capacity Act 2005. Staff sought people's consent before providing care and the registered manager supported people to make choices and decisions about their care.

People were supported to maintain their health and well-being. Staff liaised with specialist health professionals to enable people to manage their complex health conditions.

Feedback from people and their relatives showed that staff and the registered manager were friendly, open, caring and diligent. People and their relatives trusted staff and valued the support they provided.

People's care plans were person centred, detailed and written in a way that described their individual care and support needs in detail. This meant that everyone involved in their care was clear about how people were to be supported and their personal objectives were met. There were regularly evaluated , reviewed and updated. People and their relatives were actively involved in deciding how they wanted their care and support to be provided.

People told us they were aware of how to raise concerns. People and their relatives were confident that any concerns would be responded to by the registered manager and provider.

People were confident in how the service was led and the abilities of the management team. There were systems in place to assess and monitor the quality of the service. These included checks on staff delivering care and reviews of people's care. The provider and registered manager were committed to providing quality care to people.

People and their relatives felt they were listened to and were given opportunities to share their views and opinions about the quality of the service they received through surveys, reviews, home visits and telephone calls.