The inspection was carried out on 9 and 11November 2016 and the inspection was announced. The service was given 48 hours’ notice because the location provides a domiciliary care service and we wanted to make sure someone would be available to speak with us. Telephone calls to gain feedback about the service from people and relatives were made on 10 November 2016. This was the first inspection since the service registered with the Care Quality Commission.

H+B Homecare Services (also referred to as Acacia Community Care Services) offer support to people who require assistance with day to day routines including personal care, cooking and cleaning, live-in care workers and night sittings as well as social care to provide friendship and company on social outings. At the time of our inspection there were 13 people receiving personal care which was funded by the St Luke’s Hospice at Home service for the first 14 days and thereafter transferred to the continuing care department of the Clinical Commissioning Group.

The service had 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.

Procedures were in place to safeguard people against the risk of abuse. Staff understood safeguarding procedures and were clear to report any concerns.

Risks were assessed and action plans put in place to minimise them. Staff knew how to respond if someone was unwell including summoning the emergency services.

There were enough staff available to meet the needs of people using the service. Staff recruitment procedures were in place and being followed.

Staff received training and supervision to provide them with the knowledge and skills to care for and support people effectively.

Staff respected people’s rights to make choices for themselves and said they would inform the registered manager if they had any concerns about a person’s capacity to make choices.

People were supported to maintain their nutritional intake and were assisted with meals if required.

Staff knew how to access healthcare input if people required it and understood the importance of ensuring people’s healthcare needs were being met.

Relatives and healthcare professionals expressed their satisfaction with the service and said staff were kind and treated people with dignity and respect. They said staff took the time people needed to ensure their care and support needs were met.

Care records were person-centred and reflected people’s individual needs and wishes. Staff read these so they understood and could provide the care and support people needed.

Procedures for raising complaints were in place and relatives knew how to raise any concerns so they could be addressed.

Feedback from relatives and healthcare professionals showed that the management team were approachable and provided a good service. Care workers said they received good support from the management team and they enjoyed working for the service.

Systems for monitoring the service provision were in place and being followed. The registered manager and staff were responsive and acted promptly to address any issues identified.

At the time of inspection the service did not provide support with medicines.