We carried out an announced inspection of the service on 19 December 2017. Individual Homecare Services is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It currently provides a service to older adults. Not everyone using Individual Homecare Services receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

The service is operated by an individual and so does not require a registered manager. The registered provider is the 'registered person.' 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 registered provider had employed a manager, referred to in this report as the deputy manager, who supervised the day to day running of the service.

Individual Home Services currently supports 13 people who receive some element of support with their personal care. This is the service’s first inspection under its current registration.

People were protected against the risks of experiencing avoidable harm. Staff could identify the potential signs of abuse and knew who to report any concerns to. Assessments of the risks to people’s safety were carried out although the reviewing of these assessments needed to be completed more frequently. People told us they felt safe when staff supported them. People were supported by an appropriate number of staff to meet their needs. Safe recruitment procedures were in place, although a small number of staff carried out shadowing shifts prior to the results of their criminal record checks being received. This process was amended immediately after the inspection. Where people needed support with their medicines staff did so safely. Assessments of the environment people lived in were carried out to ensure they were safe. Staff had completed infection control training that enabled them to identify any potential infection control risks in people’s homes. Accidents and incidents rarely occurred, however processes were place that ensured they were investigated appropriately.

People’s physical, mental health and social needs were assessed and provided in line with current legislation and best practice guidelines. People were supported by staff who had completed a detailed induction and training programme and had their performance reviewed. Staff felt supported by the deputy manager and the registered person. Where people received support with their meals staff did so effectively. The deputy manager and the registered person had built effective relationships with external health and social care organisations to aid with providing people with effective healthcare. 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 support this practice.

People felt staff were caring, treated them with respect and dignity and listened to what they had to say. Staff showed a genuine interest in building positive relationships with people. Staff were knowledgeable about their needs and where able people or their relatives were involved with making decisions about their care. People’s diverse needs were respected. People were encouraged to do things for themselves. Following the inspection, people were provided with information about how they could access independent advocates. Care staff communicated effectively with people.

Prior to starting with the service people’s needs were assessed to determine whether the service could meet those needs. People and their relatives were involved with agreeing the level of care and support they would receive when they started to use the service. Care records contained detailed, person centred guidance that