Interserve Healthcare Manchester is a domiciliary service which provides care and support to adults and children with complex needs. It is based in Rochdale and provides services across Manchester and Lancashire to people in their own homes. At the time of our inspection the service was providing support to 20 people. In addition, the service also provides support to 34 people undergoing home dialysis for renal failure. However, Interserve Manchester is due to discontinue managing this service from March 2018.

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.

We last inspected the service on 24 and 27 October and 3 November 2016. At that inspection we rated the service ‘good’ in all areas. We carried out this inspection following a move to new premises.

People we spoke with were complimentary about the care and support they received from Interserve Healthcare. They told us they felt safe, and that staff were caring and patient. Care staff treated people who they were assisting with dignity and respect.

Appropriate recruitment checks had been carried out on all staff to ensure they were suitable to work with vulnerable children and adults. Staff were knowledgeable about how to protect people from abuse.

All new staff had received a thorough induction, which included completion of mandatory training, such as moving and handling and infection control. In addition, staff had undertaken a variety of training in clinical areas that were specific to the people they cared for. This ensured they were competent to care for people with complex health needs. Staff received regular supervision and annual appraisals. These provided them with opportunities to voice any concerns and plan their professional development.

Staff supported people to receive their medicines and were competent to carry out a range of clinical tasks, such as caring for tracheostomies, percutaneous gastrostomy tubes (PEG) and non-invasive ventilation.

Risk assessments, both environmental and personal had been completed and were reviewed regularly, to minimise risks to staff and people who used the service. Assessments of people’s needs were comprehensive and care plans were detailed. They provided staff with sufficient information to guide them on how to care for each person in the correct way.

People and their relatives were involved in the assessment and care planning processes. The service was working within the principles of the Mental capacity Act 2005.

Accidents, incidents and complaints were recorded and dealt with appropriately. People knew how to contact the service and to make a complaint if they needed to.

There were systems in place to monitor the quality of the service. These included the use of regular audits and quarterly client questionnaires. These gave people an opportunity to comment on the service and the care provided by Interserve Healthcare.

The service valued the hard work of staff and rewarded them through a system of monthly rewards. Staff told us they appreciated this gesture.