The inspection took place on 27 March 2018. We gave the provider 48 hours' notice of the inspection because the service provides care to people in their own homes. The registered manager and office staff spend time visiting people and we wanted to make sure that someone would be available in the office on the day of the inspection.

IDC Care Ltd - Heritage Healthcare Ealing is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. The agency also provides support with cleaning and domestic calls. The Care Quality Commission only regulates and inspects support with personal care. At the time of the inspection 34 people were receiving support with personal care. The agency provided a service to older people, including people living with the experience of dementia and people being cared for at the end of their lives. They also provided support to younger adults with learning disabilities and people with physical disabilities. The majority of people funded or partly funded their own care. The London Borough of Ealing commissioned some of the care.

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.

The agency was a franchise and was owned by the registered manager and their partner through a limited company. The Franchisor offered some support with setting up policies and procedures, although the registered provider was able to make additions and changes to these to reflect their local needs. This location was the only branch for the registered provider. They provided a service for people living in the London Boroughs of Ealing and Richmond upon Thames.

At the last inspection on 10 May 2016 we rated the service Good.

At this inspection on the 27 March 2018 we have rated the service Outstanding in the key questions of Caring, Well-led and overall. We have rated the key questions of Safe, Effective and Responsive as Good.

People using the service and their relatives told us they received a very good service. Alongside the positive feedback as part of the inspection, we saw that people had given extremely positive feedback on independent review websites and the provider had cards, emails and letters praising the service. Some of the comments from people included, ''Absolutely wonderful'', ''Nothing is too much trouble for them'' and ''[The service has] transformed my life.''

The staff working for the agency told us they enjoyed working there, commenting on how well they were supported and how they liked the values of the agency. One care worker told us, ''The best thing about this agency is how client focussed they are.'' The staff also told us they felt valued and listened to. One member of staff explained that the registered manager always asked them if they were happy to undertake a piece of work. They said, ''They never just tell you, they ask you and I like that, it feels like they respect us.''

The values of the agency underpinned the work they carried out and were clearly upheld in the care being provided. The agency's support was tailor made for each person and reflected their individual needs and wishes. Each person was supported by a small team of familiar care workers who were selected because their personalities and way of working matched the person's needs. When people were not happy with a particular worker the agency offered them alternative care workers. The senior staff were able to describe the importance of this and how they recognised that people liked different things about the staff who cared for them, so that someone who wanted a very 'chatty' care worker could have this, where others who wanted someone who was more reserved could b

The inspection took place on 10 May 2016 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service we needed to be sure that someone would be available.

This was the first inspection of the service since it was registered in November 2014.

IDC Care Ltd - Heritage Healthcare Ealing is a domiciliary care agency offering personal care and support to people who live in their own homes. At the time of our inspection 50 people were using the service. The people using the service had a variety of needs including dementia, mental health needs, learning disabilities and physical disabilities. The majority of people lived in the London Borough of Ealing, although the agency was starting to offer a service to people living in the London Borough of Richmond upon Thames. IDC Care Ltd - Heritage Healthcare Ealing was a privately owned franchise linked to Heritage Healthcare, a national organisation providing support to the local franchises.

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 using the service felt safe. The provider had procedures designed to safeguard them and to assess risks to their wellbeing. The staff were trained and had a good knowledge about these procedures.

The staff administered medicines to people as prescribed and in a safe way.

There were enough staff to meet people's needs and they had been suitably recruited. The staff received the training and support they needed to care for people safely and their skills and competencies were regularly assessed.

People had been involved in planning their own care and had consented to this. Care plans reflected their preferences and individual needs. The staff arrived on time and carried out the care people wanted and expected.

People knew how to make a complaint and felt the agency responded when they had concerns or wanted a change. They felt the agency was well managed and had opportunities to contribute their views. There were systems to audit how well the agency was caring for people. The professionals who worked with the agency felt it was well run and people received a good service. The staff enjoyed working at the agency and felt well supported.