The inspection took place on 10 September 2018 and was announced. We gave the provider 48 hours’ notice of our visit as we wanted to ensure the registered manager was available.

Heritage Staffing Services is a domiciliary care agency. It provides personal care to adults of all ages living in their own homes. There was only one person using the service at the time of this inspection.

The person using the service received their care and support safely. Staff understood how to support them and protect them from the risk of harm. The service recruited and employed people safely and had sufficient staff to meet people’s needs now and if the service increased in the future.

Processes were in place for the management and administration of medicines. Staff had access to personal protective equipment such as gloves and aprons when needed and knew how to protect people from the risk of infection.

The persons care needs had been assessed and their care plan reviewed as their needs changed. Staff were well trained and supervised. They knew how to support the person effectively and this included personal care, drinks and meals if required and companionship.

Staff were available to help people attend healthcare appointments if needed. The service worked well in partnership with other services to ensure the person received care which was seamless and reassuring to the person.

The service worked in line with the Mental Capacity Act 2005 (MCA) to ensure people had as much choice and control over their lives as possible. The service had carried out appropriate assessments in line with legislation and the person was asked their consent before any care and support was given.

Staff were caring, kind and friendly. The person supported was encouraged to maintain and improve their independence where possible. Staff gave them the time they needed and respected their dignity and privacy.

People received personalised care that was responsive to their needs and care plans and daily notes were informative about the time spent with people. There was a complaints procedure and the family member we talked with had confidence that any complaints would be dealt with quickly. Staff were trained to care for people at their end of their life if this was required.

Staff and relatives told us they thought the service was well led. They knew who the registered manager was, and had confidence in them. Staff were well supported and happy in their work.

A quality assurance system was in place and working effectively. The registered manager had learnt from previous experiences and audits and investigations had been used to make the necessary improvements. Confidential information was stored safely in line with current legislation.

Further information is in the detailed findings below.