The inspection took place on 24 and 27 September and 1 October 2018. These days were announced to make sure someone would be available either in the office and the telephone. This is the first inspection the service has received since registering two years ago.

We completed a comprehensive inspection. This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to adults. At the time of inspection, the service was supporting 40 people with a personal care service.

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 did not always have the same staff who supported them in their home and sometimes came to their home early or late. We spoke with the registered manager who told us that the home had a call monitoring process in place which showed times of all staff calls which we saw evidence of on inspection.

Staff were trained in the principles of the Mental Capacity Act (2005), and could describe how people were supported to make decisions.

Staffs competency was assessed before they worked with people and periodically during their employment. Staff, people and their relatives told us they could speak to the registered manager if they had any concerns. The registered manager carried out formal supervisions and visual observations with all staff. We saw staff received an annual appraisal. We saw staff meetings took place.

People told us they felt safe with the care and support they received from staff. Staff were aware of safeguarding procedures and how to follow these. Staff had completed an induction and was allocated to support people in relation to their care and cultural needs.

Staff were sufficiently trained and knowledgeable about their roles and responsibilities.

People told us they were supported to eat and drink. Staff supported them to healthcare appointments and provided personal care as required to meet people’s needs.

Medicines were managed, stored and administered safely.

There was a complaints procedure in place. People who used the service, their relatives and staff knew how to complain. Complaints and compliments were dealt with in accordance with the agency policy.

Accidents and incidents were recorded and trends and patterns were analyses by the registered manager.

There were systems in place to assess and monitor the quality of the service. Staff said there were good leadership within the service which promoted an open culture.