We carried out this inspection on 27 July 2016. We told the provider we were coming 48 hours before the visit so they could arrange for staff to be available to talk with us about the service.

Intercare Community Support Limited is a domiciliary care agency which provides personal care support to people in their own homes. At the time of our visit approximately 70 people used the service.

The service has 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. A registered manager was in place and had been since 2010. We have referred to them as the manager in this report.

People told us they felt safe using the service because care workers were skilled and knowledgeable, and knew how to care for them well. Care workers had a good understanding of what constituted abuse and referrals were made to the local authority when safeguarding concerns were raised.

Checks were carried out prior to care workers starting work to ensure their suitability to work with people who used the service. Care workers received an induction to the organisation and a programme of training to support them in meeting people’s needs effectively.

Staff understood the principles of the Mental Capacity Act (2005), and gained people’s consent before they provided personal care.

People who required support had enough to eat and drink during the day and were assisted to manage their health needs. Care workers referred people to other professionals if they had any concerns.

People had consistent care workers who they were familiar with, who arrived at the expected time and completed the required tasks. There were enough staff to care for people they supported.

People told us care workers were kind and caring and had the right skills and experience to provide the care their family members required. People were supported with dignity and respect. Care workers encouraged people to be independent which led to some people not requiring on-going care.

Care plans contained relevant information for care workers to help them provide personalised care, including processes to minimise risks to people’s safety. People received their medicines when required from staff trained to administer them.

People knew how to complain and could share their views and opinions about the service they received. Care workers were confident they could raise any concerns or issues with the manager knowing they would be listened to and acted on.

The management team gave care workers formal opportunities to discuss any issues or raise concerns with them. There were processes to monitor the quality of the service provided and understand the experiences of people who used the service. This was through regular communication with people and staff, review meetings and surveys. Other ‘spot checks’ and audits ensured care workers worked in line with policies and procedures.

We asked people about their experience of the care provided and if they were happy with the care they had received. We also asked people if they were treated with consideration and respect. People told us they were happy with the care they received and had no concerns about the service. One person said, “They are absolutely great. We trust them.”

We looked at four sets of care records to see how people were being supported. We saw that each person had a daily care plan. The daily plan contained detailed information about the times people wanted to receive care as well as the type of support they required. Care plans and risk assessments were regularly reviewed and updated.

People told us they felt safe using the service and with the staff that visited them. One person told us, “They feel like part of the family."

Staff told us they received training to assist them to meet people's specific needs safely and effectively. We saw an up to date training schedule. We saw that training was delivered according to a programme and that staff were brought into the office for regular updates.

The agency had processes in place to monitor people's views about the service offered. We saw that the provider had recently sent surveys to people who used them. We looked at comments people had made regarding the service. One person had written, "I am very satisfied." another person, "It’s a pleasure to be cared for by all the girls."

On the day of our visit we met the manager and three additional members of staff. We also spoke with five people who had used the agency, or who had relatives who used the agency.

We asked people about their experience of the care provided, and if they were happy with the care they had received. People told us that they were happy with the care they had received. One person told us, “My mother is very pleased with them, they are brilliant and I am absolutely satisfied.”

People told us they were given a guide which contained all the information they needed to know about the service, including how they could complain. People we spoke with said that someone came out to review their care and they were able to say if they were not happy with the service. One person said, “I can’t fault them.”

People told us they felt safe using the service. People also said they were happy with the staff that supported them. One person said, “The girls are great and we get on fine, I shan’t ever change them.”

We carried out this review to check on the care and welfare of people using this service.

People we spoke with said they were consulted about the care provided and were involved in decisions about their care. The staff we spoke with showed a good understanding of peoples' support needs. Plans we looked at provided staff with detailed information about the care support required including peoples' individual support needs. People told us that they had care plans in their home and staff confirmed that plans are kept up to date. People told us that care workers treated them with respect and maintained their privacy.

The people we spoke with said that they had regular carers. People told us carers did everything they needed and that staff take their time and do not rush. One person said "My carers are very good I can’t fault them. They always do things in the way I like".

Some people whose care we looked at needed assistance with moving and handling. People we spoke with told us they felt safe during moving and handling procedures and that care staff knew what they were doing.

We found information in care plans about pressure area management was inconsistent. However staff we spoke with knew how to monitor and manage pressure area care.

Staff we spoke with knew what they would do to keep people safe. People told us they felt their concerns would be listened to and acted on. Care staff said they were confident concerns reported to staff in the office would be dealt with promptly.

Plans we looked at showed staff assisted people to take their medication. We saw completed medication records in files that showed medication was given as prescribed.

People we spoke with told us they were asked for their opinions of the service. Comments from a recent survey conducted by the agency included,

“Please convey my sincere thanks to all the carers who look after me for all that they do for me.”

“How lucky we are in our own homes with our wonderful lady carers, they greet us with a cheery word, a lovely smile and a really wonderful help, they do a very great job."