This was an announced inspection carried out on the 03 March 2017.

Katherine Harriet Ltd is an agency that provides a domiciliary service to people living in their own home. At the time of the inspection, personal care was being delivered to 68 people living in the Herefordshire area.

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.

This service has not been previously inspected.

People told us they felt safe with how staff supported them in their home.

There were sufficient numbers of staff available to meet people's need safely. Staff were reliable, and would ring if they were delayed for calls.

Staff received training in how to protect people from harm and abuse. Staff knew how to recognise and report abuse to the provider.

The provider had assessed and managed the risks connected with people’s individual care and support needs. They organised their staffing requirements to be able to meet these needs.

Systems and procedures were in place that were designed to ensure people received their medicines safely.

Staff had the skills and knowledge needed to meet people’s individual care needs. They received effective induction and annual training with on-going support from the provider.

The provider understood and protected people’s rights under the Mental Capacity Act 2005.

People were supported to access healthcare from other professionals.

People received care and support that took into account their specific needs and preferences. People told us they were actively involved in the care they or their relative received.

The provider consistently delivered care that met their individual needs and preferences.

People were assisted to achieve their personal goals and aspirations. Staff were knowledgeable about the people they supported, which enabled them to provide a personalised and responsive service.

The provider had clear vision and values that were person-centred and that ensured people, including staff were at the heart of what they did.

The provider promoted an open and inclusive culture within the service. People and relatives told us communication with the provider was good, they felt listened to and that what they said mattered.

The provider worked with other agencies to ensure people were safe.

The provider monitored the quality of the service by a variety of methods including audits and feedback from people and their families. This information was used to make improvements.

There were innovative links with the local community.