This inspection took place on 05 and 06 January 2017. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure the registered manager would be available for the inspection. It also allowed us to arrange to visit people receiving a service in their own homes.

Lifeline Homecare Frome provides personal care to people living in Frome, Trowbridge, Warminster and surrounding areas. At the time of this inspection they were providing personal care for 69 people. They also provided a domestic service to people living in their own homes but this aspect is not within the scope of CQC’s regulations.

This was the first inspection of the service since they registered in December 2014. No concerns were identified during the registration process.

There is a registered manager in post. 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.

People were protected from abuse because the provider had systems in place to ensure checks of new staffs characters and suitability to work with vulnerable adults were carried out. Staff had also received training in protecting vulnerable people from abuse. People said they felt safe when being cared for; we observed people were happy and relaxed with care workers during our home visits.

The service had a complaints policy and procedure that was included in people’s care plans. People said they were aware of the procedure and had numbers they could ring. People and staff spoken with said they felt confident they could raise concerns with the registered manager and senior staff. Records showed the service responded to concerns and complaints and learnt from the issues raised.

People who received personal care and support from Lifeline Homecare Frome told us they were happy with the service provided. They said the registered manager and staff were open and approachable, cared about their personal preferences and kept them involved in decision making around their care. One relative said, “We have always been involved right from the start.” One person said, “I have a say about the way my care is provided and they listen. They are very professional.”

People were supported by sufficient numbers of staff who had a clear knowledge and understanding of their personal needs, likes and dislikes. We observed staff took time to talk with people during our home visits. Everybody spoken with confirmed they had a consistent team of care workers whom they all knew. One person said they had come to consider the team of care workers as their family, another said the care worker was “like a daughter to me.”

People’s care needs were recorded and reviewed regularly, with a team leader or senior care worker and the person receiving the care or a relevant representative. All care plans included written consent to the care provided. Care workers had comprehensive information and guidance in care plans to enable them to deliver consistent care the way people preferred. One person told us how their care plan had been written with them and clearly showed exactly how they liked things done.

Staff monitored people’s health with their consent and could refer and direct to healthcare professionals as appropriate. Support was provided for people to attend hospital and doctor appointments. A healthcare professional told us how the service worked well with them and made referrals in an appropriate way and timely manner.

There were systems in place to monitor the care provided and people’s views and opinions were sought through care reviews and an annual survey. Suggestions for change were listened to and actions taken where possible to improve the service provided. All incidents and ac