About the service: Honor Care Limited is a domiciliary care agency which was providing support to 15 people in their own homes on the day of our inspection.

People’s experience of using this service: People and relatives that used the service told us they were satisfied with the care provided. All said they had good relationships with the management and staff and that the service provided was consistent and they had never been let down.

Staff spoke positvily about their job role, it was evident staff morale was good. One relative told us, “The staff that visit are always cheerful and nothing is too much trouble”.

If people need assistance with their medication, this was provided by staff who had been trainined. The registered manager and care coordinator carried out spot checks to observe staff and monitor medicines procedures were followed.

Staff files we looked at evidenced the registered manager used safe recruitment procedures. All files contained the correct documentation and the appropriate checks had been carried out prior to an offer of employment being made. Once employment began all staff received a thoroughinduction. On going training was provided that ensured all staff were fully aware of best practice.

Risk assessments had been developed to minimise the potential risk of harm to people during the delivery of their care. These had been kept under review and were relevant to the care provided.

Care plans demonstrated that care was provided with a person centred approach. Information focused on what the person could do for themselves and were they needed support. The aim of the service is to support people to live at home and to remain as independent as their abilities allow. The policies and procedures supported this and were written in a way that promoted the people who received the service had maximum choice and control of their lives.

Good governance systems and processes were in place to ensure the service improved.

There was a complaints procedure which was made available to people and their family when they commenced using the service. People we spoke with told us they were happy with the support they received.

More information is in the full report

Rating at last inspection:

Good (report published 24 March 2016).

Why we inspected:

This was a planned inspection based on the rating at the last inspection. The service remained rated good overall.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme or if any issues or concerns are identified.

This inspection took place on 7 January 2016 and was announced. We gave the provider 48 hours’ notice that we would be visiting the service. This was because we wanted to make sure staff would be available to answer any questions we had or provide information that we needed. We also wanted the registered manager to ask people who used the service if we could contact them.

The service is registered to provide personal care and support to people in their own homes. People who use the service may need support or care due to old age, dementia, learning disability, physical disability or sensory impairment. At the time of the inspection the service was providing support and personal care to 14 people in their own homes. This was the first inspection of this service.

There was a registered manager. 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 told us that they felt safe when staff entered their home and that staff knew how to support them. Staff were aware of how to keep people safe and were aware of the risks to people.

People usually received their care on time and told us if staff were running late they were usually notified of this.

Appropriate recruitment processes were in place in order to reduce the risk of unsuitable people being employed by the service.

Staff were provided with the training and information required in order to support people to take their medicines safely.

Staff knew people’s healthcare needs and supported them to access their GP or other healthcare services if they were feeling unwell.

Staff understood the importance of obtaining people’s consent prior to supporting them but had a limited understanding of the Mental Capacity Act (2005).

People told us that they were supported by staff who were kind and caring and went out of their way to help them.

People were involved in the development of their care plans to ensure that they received their care in the way they wanted. Arrangements were made for staff to be introduced to people prior to them providing care and support.

People told us they had not had to raise any concerns or complaints but if they did, they knew who to speak to and were confident that they would be dealt with appropriately.

People spoke positively about the service they received and the staff who supported them.

Staff were well supported in their role and felt able to approach management with any issues or concerns.

There were a number of audits in place to assess the quality of the service provided.