We inspected the service on 9 June 2016 and the visit was announced. The provider was given 48 hours’ notice of the inspection because the location provides a domiciliary care service. We needed to be sure that someone would be available to speak with us at the office.

Melton Mencap provides personal care to people living in their own homes who have a variety of needs. These include younger adults, people who have a physical disability or a sensory impairment and people who have a learning disability or who are on the autistic spectrum. At the time of our inspection 10 people were using the service.

The service had a registered manager. 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 felt safe with the care offered. Staff understood their responsibilities to support people to keep safe and to protect them from abuse. They dealt with accidents and incidents appropriately. The provider had made sure that people were being protected from avoidable harm. Risk assessments were in place which set out how to support people in a safe manner.

People received support from staff who had been checked before they had started work. This had helped the provider to make safer recruitment decisions about the suitability of prospective staff.

People received their medicines as prescribed in a safe way. Staff were trained in how to administer people’s medicines and were checked for their competency to do so.

People were receiving support from staff who had the appropriate skills and knowledge. Staff received regular training. Care workers were supported through training and supervision to be able to meet the care needs of the people they supported. They undertook an induction programme when they started to work at the service.

People were not always being supported in line with the Mental Capacity Act (MCA) 2005. The provider had not followed the correct process when asking people to consent to their care. Decisions had been made in people’s best interests. Staff understood their responsibilities under the Act and asked people’s consent before providing their care.

People were supported to maintain a balanced diet and had access to healthcare services when required. Staff knew how to monitor people’s health and to seek support when needed.

People received support from staff who showed kindness and compassion. Their dignity and privacy was being protected. Staff knew people’s communication preferences. People were being supported to be as independent as they wanted to be. People had been involved in decisions about their support.

People or their relatives had contributed to the planning and review of their support. People had care plans that were person-centred. This meant that the support people received was focused on them as individuals. Staff knew about the people they were supporting including their interests and hobbies.

People and their relatives knew how to make a complaint. The provider had a complaints policy in place and followed this when a complaint had been received.

People had opportunities to give feedback to the provider.

People and staff felt the service was well managed. The service was well organised and led by a registered manager who understood their responsibilities under the Care Quality Commission (Registration) Regulations 2009.

The provider carried out monitoring in relation to the quality of the service that people received.

People told us Melton Mencap provided a good service. One person explained how staff helped them to live independently in the community. They said, “XXXX (support worker) comes to my house and helps me get ready to go out and go shopping.” They commented, “Melton Mencap is great.”

Relatives were also satisfied with service. One said, “They have lived up to every promise. My (family member) couldn’t be in better hands. Everything about their life has improved since they started with Melton Mencap. It has given me total peace of mind.” Another commented, “There are very good at what they do and I am happy with all the staff who are lovely with my (family member).”

People told us they liked the staff employed by the agency. One person said, “The staff are good. They help me and make me laugh.” Relatives' comments included, “The staff seem to love their work and enjoy caring for my (family member). They are all competent and experienced”, and “I trust the staff absolutely. They are always on time and give 110%.”

People told us the service consulted with them to make sure they were happy with the support provided. One person said they came into the office regularly to tell staff how they were getting on. And a relative commented, “I often pop into the office to see everyone. Yvonne (the manager) is very approachable and knows my (family member) well. She always checks to make sure I’m happy with the support my (family member) gets.”