The inspection took place on 21 July 2017 and 26 July 2017 and was announced.

Home Counties Carers is a domiciliary care agency providing both hourly and live-in support to people within their own homes. They provide companionship support, outreach and personal care. At the time of our inspection, there were 41 people receiving personal care.

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 provider had a strong set of values for the service and had robust systems in place to ensure that staff embodied them in their work. People told us that staff routinely went beyond their expectations and provided them with care that was outside of their contracted hours. The provider encouraged and rewarded staff that found creative ways to make people’s lives better. The local community and the social care sector as a whole benefitted from the provider’s industrious approach to improving the standard of care people received. The provider was involved in a number of organisations and charities. Staff participated in university studies that had improved their practice, as well as improving social care in the area as a whole.

People told us that their nutritional needs were met by staff that were able to cook appetising and nutritious dishes. The provider found creative ways to develop staff knowledge and training. People told us that they were supported by competent staff who provided them with the support that they needed.

Staff routinely worked alongside healthcare professionals to meet people’s needs. People told us that staff advocated for them and provided them with information and advice that empowered them. The provider had developed important links with the wider community and the social care sector and was a source of information, advice and support to people. The provider had a keen interest in supporting people living with dementia and was finding innovative ways to tackle social isolation faced by older people in the local community.

Risks to people were routinely assessed with plans in place to manage them. The provider took steps to ensure people’s homes were secure when accessing them. Environmental risks, such as fire, were considered routinely as a part of assessments. People’s care needs were met in a person centred way. Staff carried out regular reviews to identify any changes in people’s needs. People were supported by staff that knew them well and understood the importance of promoting their independence.

People were supported by respectful staff that respected their privacy and dignity when providing them with support in their homes. Staff involved people in their care and demonstrated a passion and commitment to helping people.

People’s rights were protected because staff understood the Mental Capacity Act (2005). Staff regularly advocated for people and supported them through the correct legal process where they were not able to make decisions themselves. Complaints were documented and staff learnt from these. Where accidents or incidents occurred, action was taken to keep people safe.

People’s medicines were managed and administered safely, by trained staff. Staff training was delivered in creative ways that staff told us they both valued and benefitted from. Staff felt well supported by management and there were robust systems for communication between staff and the office. Staff suggestions were valued and encouraged by management.