InSafeHands Limited is a domiciliary care service. It provides personal care for people living in their own homes in the Nantwich area. The service currently provides care and support to 49 people.

The service has a registered manager who is also the registered provider and they were involved directly in the running of the business and the provision of care. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered Nominated individuals, 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 were protected by the service’s approach to safeguarding and whistle blowing. People who used the service told us that they were safe, could raise concerns if they needed to and were listened to by staff. Staff were aware of safeguarding procedures, could describe what they would do if they thought somebody was being mistreated and said that management listened and acted upon staff feedback.

We saw the service had trained staff well in the understanding of mental capacity and the Deprivation of Liberty Safeguards. Information in relation to people’s consent and records of people with Lasting Power of Attorney was well recorded ensuring people’s rights were upheld.

People we spoke with who received personal care felt the staff were knowledgeable, skilled and their care and support package met their needs. People who used the service told us that they had a small team of staff, who were reliable and arrived when expected. Staff confirmed that they were not rushed and had time to provide the care people expected.

Staff told us they were supported by their management and could get help and support if they needed it. Staff did receive supervision through observations and discussions that were recorded.

The service had systems to ensure staff were appropriately recruited, trained and supported. Care staff and the management team were being supported to achieve National Vocational Qualifications in health and social care and leadership and management.

The staff undertook the management of medicines safely and in line with people’s care plans. The service had health and safety related procedures, including systems for reporting and recording accidents and incidents. The care records we looked at included risk assessments, which had been completed to identify any risks associated with the person’s environment and delivering the person’s care.

People and staff told us when they raised any issues they were dealt with promptly and professionally and everyone we spoke with knew how to speak to the management team at the office if they had any concerns.

There were quality assurance systems in place to gain the views of people using the service and staff would discuss developments and issues together.

The service was an active part of the local community. We saw that the registered manager and staff were committed to supporting people to remain in their own homes with support and worked with G.P’s and district nursing services and other specialist services.

The registered manager was an active leader in relation to domiciliary care providers in the North West and also supporting the development of registered managers in the Cheshire East area as chair of their network.

As part of our inspection we visited the head office and reviewed documents which included care plans, staff files and policies and procedures. We also spoke with members of staff and spoke with people who used the service following our inspection.

Overall, people told us they were happy with the care and support they received from staff. Comments from people included; “They are very good. I certainly have nothing detrimental to say about them” and “They help me to get dressed, help with personal care and prepare some of my meals. I couldn’t cope without them” and “I’ve been with them for three years now and certainly prefer them to the previous company I was with”.

We looked at the systems in place to safeguard people from abuse. There was a policy and procedure in place for staff to follow and we looked at previous safeguarding incidents and found appropriate action had been taken against each one.

We spoke with staff to establish if they felt well supported to carry out their job role. There was a staff induction programme in place which followed the Skills for Care Common Induction Standards and staff had access to a variety of different training courses. One member of staff said to us; “They are a very professional company. I was given a great introduction to care work”.

We looked at the systems in place to monitor the quality of service. This was done with the use of audits, surveys and observations of staff whilst they delivered care.