This announced inspection took place on 23 September 2016. The provider had a short amount of notice that an inspection would take place so we could ensure staff would be available to answer any questions we had and provide the information that we needed. Further phone contact was made with people using the services and their relatives on 28 and 30 September 2016 whose views we were unable to capture on the day of the inspection.

iCare Living Ltd are registered to deliver personal care. They provide Domicillary care and Supported living services to older and young people living in their own homes. People who used the service may have a range of support needs related to old age and/or dementia, misuse of drugs and/or alcohol, an eating disorder, physical disability, sensory impairment, learning disabilities or autistic spectrum disorder or mental health issues. At the time of our inspection five people were using the supported living service, but people using the Domicillary care service were not receiving the regulated activity of personal care.

The service had 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 felt confident that the service provided to them was safe and protected them from harm. Assessments were undertaken to identify any issues that may put people using the service at risk and staff were well aware of these. The provider ensured consistency of the staff supporting people. Recruitment practices were comprehensive and ensured as far as possible that staff employed were safe to work with people. Medicines were managed effectively within the service and people received regular reviews of them by involved health care professionals.

Staff had access to a range of training to provide them with the level of skills and knowledge to deliver care safely and efficiently. The registered manager was responsive in sourcing specific training for staff when it was needed. Staff received an induction and regular supervision allowing them to understand their roles and responsibilities fully. People were supported to access the nutrition they needed and were monitored for any changes in their dietary intake. People were supported to access the health care support they needed to maintain their well-being. Staff established people’s consent before providing any care or support.

Care plans contained information about people’s abilities and preferences. Staff supported people in a way that maintained their privacy and dignity whilst encouraging them to remain as independent as possible. Management and staff demonstrated that they were dedicated to maintaining people’s well-being. People were complimentary about the caring nature of the staff who supported them.

Reviews were regularly organised and attended by people and staff with involved health care professionals to review their progress. The provider worked in conjunction with external professionals to ensure the best outcomes for people using the service. Care plans contained relevant personalised information, detailing how people’s needs should be met and had been reviewed and updated in a timely manner. People were supported to take part in meaningful activities of their choosing and with their personal likes and preferences in mind. Systems were in place for people to raise any concerns they had or to make a complaint.

Stakeholders were positive about their experience of the service and the effectiveness of management. The agency sought people’s feedback through questionnaires and meetings about the quality of the service. The provider monitored and undertook regular checks on the quality and safety of the service. Staff were involved in the develo