We carried out the inspection on 4 May 2017. The registered manager was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available.

The service is a domiciliary care agency that provides personal care to people in their own homes. At the time of our inspection 17 people used the service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

People told us they felt safe. Risks associated with people’s care were assessed and managed to protect people from harm. People could be assured that staff would arrive on time to provide the care that they needed.

People were supported by staff who understood their responsibilities to keep them safe and to report any concerns they may have. There was a recruitment policy in place which the provider followed. We found that all the required pre-employment checks were being carried out before staff commenced work at the service.

People received their medicines as required. Medicines were administered safely by staff who were appropriately trained and competent to do so. People’s health needs were met and when necessary, outside health professionals were contacted for support. They were supported to have enough to eat and drink.

Staff had received training and guidance to meet the needs of the people who used the service. Staff told us that they felt supported. Their competence to do their role was regularly assessed.

People were not supported in line with the requirements of the Mental Capacity Act 2005. Where people were suspected of lacking the mental capacity to make decisions for themselves, assessments had not been taken to confirm this.

People’s independence was promoted and they were encouraged to make choices. Staff treated people with kindness and compassion. Dignity and respect for people was promoted.

The care needs of people had been assessed. Staff had a clear understanding of their role and how to support people who used the service. People contributed to the planning and review of their care.

People were encouraged to give feedback about the service they received. They felt confident that any concerns that they might have would be addressed. People and staff felt that the registered manager was approachable.

Staff were clear on their role and the expectations of them. Staff felt supported.

Systems were in place to monitor the quality of the service being provided and to drive improvement.

The registered manager was aware of their responsibility to report events that occurred within the service to CQC and external agencies.