Longdene Homecare Ltd (Surrey Heath & Berkshire) is a domiciliary care agency that provides personal care to people in their own homes. People who received a service included those living with frailty, mobility needs and health conditions such as dementia. At the time of this inspection the agency was providing a service to 65 people.

The inspection took place on 12 September 2016, and was announced.

At the time of our visit there was 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 and their relatives told us they felt safe with staff from Longdene Homecare. Staff had a clear understanding about the signs of abuse and were aware of what to do if they suspected abuse was taking place. There were systems and processes in place to protect people from harm.

There were sufficient numbers of staff deployed who had the necessary skills and knowledge to meet people’s needs. Recruitment practices were safe and relevant checks had been completed before staff started work.

Medicines were managed, stored and disposed of safely. Medicines were administered by competent staff and any changes to people’s medicines were prescribed by the person’s GP.

The service had a business contingency plan that identified how the service would function in the event of an emergency such as adverse weather conditions.

People had care plans in place for identified care and supports needs. We found that staff were knowledgeable about people’s needs and risks and what action to take to protect them from these risks. Staff responded to changes in people’s care needs.

Staff understood the importance of promoting independence and this was reinforced in people’s care plans. People were supported to express their views and to be involved in making decisions about their care and support. People told us that staff were responsive in changing the times of their visits and accommodating last minute appointments when needed.

The registered manager ensured staff had the skills and experience which were necessary to carry out their role. All new staff completed an induction programme at the start of their employment. Training was provided during induction and then on an on-going basis. Staff had received appropriate support that promoted their development. People told us they felt supported and staff knew what they were doing.

Staff were up to date with current guidance to support people to make decisions. Staff had a clear understanding of the Mental Capacity Act (MCA) as well as their responsibilities in respect of this. People confirmed that they had consented to the care they received. They told us that staff checked with them that they were happy with the support being provided on a regular basis. Mental capacity assessments were completed for people and their capacity to make decisions had been assumed by staff unless there was a professional assessment to show otherwise.

People were supported to have the food and drink of their choice. The support people received varied depending on people’s individual circumstances. Staff were available to support people to attend healthcare appointments if needed and liaised with health and social care professionals involved in their care if their health or support needs changed.

Positive, caring relationships had been developed with people. Everyone told us they were treated with kindness and respect by the staff who supported them. Staff were respectful of people’s privacy and maintained their dignity.

People and their relatives told us they were aware of the formal complaint procedure and they were confident that the registered provider or staff would address concerns if they had any

At the time of our inspection the service was providing care and support to 20 people in their own homes.

People who used the service told us that staff were polite and respectful towards them and that they had been involved in planning and reviewing their care and support. One person told us, “I’m very explicit about my needs and the way I want things done. Most of the time things go well but when they don’t I tell them”.

The three people that we spoke with all told us that they were happy with the care that was provided for them. One person told us, “There are two care staff who look after me regularly and they are wonderful”. Another told us, “My carer is brilliant and I only get unsettled when they can’t see to me and I have to explain things to someone else”.

We saw that guidance regarding safeguarding people from abuse was available to staff and that they had received recent relevant training. One person we spoke with told us, “The staff are very good. I always feel safe with them and they know what they’re doing”.

We saw that staff recruitment processes were thorough and that required checks had been carried out before staff were engaged by the service.

We noted that there was an effective complaints system in place and that complaints had been investigated thoroughly and appropriately resolved.

We found that the service maintained, stored and appropriately managed records relating the care and support provided to people who used the service.