This service is a domiciliary care agency. The service is registered to personal care to people living in their own homes. This was the first inspection of the service since it was registered on the 21 August 2017. At the time of our inspection there were 21 people using the service, who received personal care.

The service was not always well led. The current managerial system for the service needed to improve, because there had been no registered manager in post for over 7 months. 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. Audits and governance systems were in place. Surveys were carried out on a regular basis and positive feedback had been received.

The service was not always effective. Staff received an induction, but the care certificate induction had not been provided in the correct way. People received appropriate support to meet their nutritional and healthcare needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way; the policies and systems at the service supported this practice.

The service was not always safe. There were enough staff to provide safe care, and additional time for travel was included as part of the rota system, but, people told us sometimes staff would arrive late. Recruitment checks took place before staff started work, but some references had been received after the person had started work. People told us they felt safe using J. C. Michael Groups Ltd, and felt that staff knew how to protect people from the risk of harm. Staff reduced the risk of infection by using personal protective equipment. People were given their medicine, on time and in the correct way.

The service was caring. People said they were involved in their care planning. People received care from staff who they considered to be friendly and caring, and who stayed long enough to provide the care people required. Staff promoted people's privacy and dignity and provided people with care and support which was individual to them.

The service was responsive. Staff were aware of people's individual needs. Care records focused on the person and were updated according to any changes in people's health and well-being. People were supported to have their health needs met. Procedures to deal with complaints were in place, but did not meet requirements. Shortly after the inspection, this had been updated.

Full information about CQC’s regulatory response relating to the registered manager requirement, will be added to reports after any representations and appeals have been concluded.