The inspection took place on 25 January 2017 and was announced.

Homecare Woking provides care and support to people in their own homes. The service supported 54 people at the time of our inspection, 14 of whom received personal care. The service is operated by Triangle Community Services Limited, a not-for-profit provider of health and social care services for older people.

The service manager had applied for registration with the Care Quality Commission and had an interview for this role scheduled in February 2017. Like registered providers, registered managers 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.

Staff provided people’s care in a safe way. They understood any risks involved in people’s care and managed these well. People could rely on the agency’s staff and relatives said they had never missed a visit. They told us staff almost always arrived on time and that people were informed if staff were running late.

The provider carried out checks to ensure they employed only suitable staff. Staff attended safeguarding training and understood their responsibilities in terms of recognising and reporting abuse. The provider had made plans to ensure people’s care would not be interrupted an emergency. If an incident or accident occurred, this was recorded and checked to identify what action could be taken to prevent a recurrence. Where people received support with their medicines, this aspect of their care was managed safely.

People received their care from regular staff who knew their needs well. The provider understood the importance people placed on having regular care workers and ensured people received a consistent service from familiar staff. Staff had access to the training and support they needed. All staff had an induction when they started work and access to ongoing refresher training, supervision an appraisal.

People’s care was provided in accordance with the Mental Capacity Act 2005. Staff understood the importance of consent and respected people’s choices about their care. If people lacked the capacity to make decisions, relevant people had been consulted to ensure any decisions were made in the person’s best interests.

Relatives told us staff knew their family member’s dietary needs and food preferences. They said staff prepared meals their family members enjoyed. Staff responded appropriately if people became unwell. Relatives said staff were observant of any changes in their family member’s needs and had helped them access medical treatment if they needed it.

Staff were kind and caring. Relatives told us their family members had developed good relationships with their care workers and enjoyed their company. They said staff treated their family members with respect and maintained their dignity when providing care. Staff supported people to maintain their independence wherever possible. Some relatives told us staff had supported their family members to receive care that they had previous refused, which had resulted in positive outcomes for people.

People received a service that was responsive to their individual needs. People were encouraged to be involved in their assessments and care plans to ensure they reflected their individual needs and preferences. Staff were flexible in their approach to make sure people received the support they needed. People knew how to complain if they were dissatisfied. Relatives told us they had not needed to complain but were confident the manager would respond appropriately if they raised concerns.

The service was well managed, which meant people received effective care. Relatives said communication from the agency’s office was good. They told us they could always contact the office if they needed to and said the manager responded well to requests for changes. People and their relatives had opportunities to give their vie