This inspection took place on 10 April 2017 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care and we needed to be sure that someone would be available. Phone calls to people and staff took place on 06 April 2017.

Heywood Carers is a domiciliary care agency providing hourly support to older people in their own homes. At the time of our inspection they were supporting 45 people.

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 received support from experienced, committed and compassionate staff. Staff were always looking for ways to improve people’s lives and frequently went the extra mile. This support had resulted in improvements in some people’s welfare and quality of life. For example one person who could not go out was helped by their carers who used their initiative to help them get a wheelchair and they now went out.

People and professionals provided overwhelmingly positive feedback about the service and individual carers. Staff liaised with healthcare professionals and community services to meet people’s needs and achieve outcomes for them. Staff practice was regularly checked through frequent robust spot checks.

The provider had a strong vision and identity for the service. The service had a very good reputation and strong links with the local community. Recruitment processes made sure staff were appropriate for their roles and a strict selection criteria ensured staff were skilled and experienced enough to provide a high quality of care. Staff were deployed in a way that meant people received support at the times they specified.

The provider regularly sought people’s feedback to identify any changes or improvements that could be made. People knew how to make a complaint. The provider had never received a complaint about the service but they had received 60 compliments in the last 12 months.

Staff worked around existing caring relationships to ensure people’s needs were met in a person centred way. Care plans contained all the information that staff needed to provide responsive care. Risks to people were assessed and plans implemented to minimise hazards. Reviews were undertaken regularly.

People were matched with staff that they got along with. Staff were consistent and had access to information to get to know people. People told us that staff were respectful when entering people’s homes. Staff promoted people’s privacy and dignity.

Staff understood their roles in safeguarding people. Staff received training to ensure they were effective in their roles. Staff were trained in how to manage medicines and knew about medicines that people were taking.

People’s dietary needs were met by trained staff. Staff felt supported by management and received regular supervision. Staff understood the Mental Capacity Act (2005) and how it applied to their work. Staff had regular contact with management and were able to make suggestions to improve the lives of people at the service.