Home Instead Senior Care Warminster & Gillingham is a domiciliary care service providing personal care for people in their own homes. At the time of our inspection two people were receiving a regulated activity (personal care).

This inspection took place on 27 November 2018 and was announced. We gave the service 24 hours’ notice because the service provides domiciliary care and we needed to be sure someone would be available to support our inspection. This was the service’s first inspection following registration with the Care Quality Commission.

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 and associated Regulations about how the service is run.

People were kept safe. Staff understood their responsibilities and were knowledgeable about safeguarding. Staff had received training and there were systems in place to notify the appropriate authorities when concerns were identified.

Where risks were identified, assessments were in place which detailed methods to reduce the risk and actions taken to manage the risk. Staff were aware of people’s needs and how to keep them safe.

Staff had a good understanding of the Mental Capacity Act 2005 (MCA) and knew how to apply its principles to their work with people. We saw that the appropriate legal authorisations were in place where people lacked capacity to make decisions. Consent was gained prior to any care being provided.

People and their relatives were involved in developing and reviewing their care plans, which were person centred and recorded people’s choices and preferences. Care plans contained detailed life histories which enabled staff to build meaningful relationships with people through conversation and shared interests.

Staff had the skills and knowledge to provide care to meet the specific needs of the people they supported. They had a thorough induction and probationary period which included competency checks and observation of practice.

There were sufficient numbers of staff deployed to meet people’s needs. Staff were matched to people with similar experiences and interests. All staff were recruited safely.

People were treated with kindness, respect and compassion. People’s dignity was promoted and their privacy maintained.

The service was responsive to people’s specific and changing needs. The service liaised with health and social care services to ensure support plans were up to date and followed good practice guidance.

The registered manager and director undertook regular audits and quality checks of the service and care being provided. These were supported by a further level of checks from the national office. Feedback was sought from people, their relatives and staff to inform development plans.