The inspection took place on 29 August and 4 September 2018. Both days were announced to make sure someone would be available. This is the first inspection the service has received since moving premises in 2016.

This service is a domiciliary care agency. It provides personal care to people living in their own homes in the community. It provides a service to older adults who may have a sensory impairment. At the time of inspection there were 56 people receiving personal care.

The service had a registered manager in place. 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.

Staff 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 staff or manager if they had any concerns. The management team carried out formal supervisions and visual observations to make sure staff delivered good and safe care. We spoke to the registered manager to ensure actions were recorded and carried forward to ensure these were always followed up with staff. We saw staff received an annual appraisal. We saw staff meetings were in place and weekly newsletters and surveys were sent out to people and their relatives yearly.

People told us they felt safe with the care and support they received from staff and told us they felt staff were kind and compassionate towards them. Staff were aware of safeguarding procedures and how to follow these. Staff had completed an induction and were 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 management team.

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.