The inspection visit took place on 2 May 2017. We gave the registered manager 48 hours’ notice of our inspection because we needed to be sure they would be available.

Inclusive Care provides personal care and support for people in their own home. At the time of our inspection 32 people were receiving personal care and support from the service. At the last inspection, in May 2015, the service was rated good. At this inspection, we found the service remained good.

People continued to receive safe care and support. They were protected from abuse and avoidable harm by staff who knew their responsibilities to follow the provider’s procedures. Risks to people’s well-being were assessed and monitored and the registered manager provided guidance to staff to help people to remain safe. The provider had safely recruited a sufficient number of staff to meet people’s care requirements. Where people required assistance with their medicines, this was undertaken safely by staff who knew their responsibilities.

People continued to receive care from staff who had the necessary skills and knowledge. Staff were trained and received on-going support so that they understood their responsibilities. People were offered food and drink based on their preferences and supported to maintain good health.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service provided guidance in this practice.

People continued to receive compassionate care from staff members who protected their dignity and privacy. Staff knew the people they supported and had information available to them on people’s life history and background. People were involved in decisions about their care and their independence was promoted wherever possible so that they retained their skills.

People continued to receive care and support based on things that mattered to them. People had care plans that were individual to them and contained guidance for staff to follow. Their care was reviewed to make sure they continued to receive support that met their requirements. People and their relatives knew how to make a complaint and there were clear procedures in place to handle them should one be received.

The service had an open ethos that encouraged feedback. Staff were supported well by the registered manager and received feedback on their work. The registered manager was aware of their responsibilities. They carried out a range of quality checks to make sure the service was delivering a high quality service.

Further information is in the detailed findings below.

This inspection took place on 28 May 2015. Inclusive Care is a domiciliary care service which provides personal care and support to people in their own home. On the day of our inspection 29 people were using the service.

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 safe and staff understood their responsibilities to protect people from the risk of abuse and had taken action following any incidents to try and reduce the risks of incidents happening again. People received the support required to safely manage their medicines.

Risks to people’s health and safety were managed and people were supported by a sufficient number of staff.

Staff had the knowledge and skills to care for people effectively. People received the support they required to have enough to eat and drink.

The Care Quality Commission (CQC) monitors the use of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS). We found this legislation was being used correctly to protect people who were not able to make their own decisions about the care they received. We also found staff were aware of the principles within the MCA and how this might affect the care they provided to people. Where people had the capacity they were asked to provide their consent to the care being provided.

People were treated with kindness by staff and caring relationships had been developed. People and their family were encouraged to be involved in the planning and reviewing of their care. Staff supported people to make day to day decisions. People were treated with dignity and respect by staff who understood the importance of this.

People were provided with care that was responsive to their changing needs and staff helped people to maintain any hobbies and interests they had. People felt able to make a complaint and told us they knew how to do so. Whilst there had not been any formal complaints, the manager responded immediately to any concerns.

People and staff gave their opinions on how the service was run and suggestions were implemented where possible. There were effective systems in place to monitor the quality of the service. These resulted in improvements to the service where required. The culture of the service was open and honest and the registered manager encouraged open communication.