Mencap – East Suffolk Domiciliary Care Agency provides personal care and support to people living in their own homes. At the time of our inspection of 13 and 14 September 2017 there were 41 people using the personal care service. Four of these people received the domiciliary care service and 37 the supported living service. The service was registered in January 2016 and this was their first inspection.

There was a registered manager in post, who was also the area operations manager. There was a second registered manager who was on leave, the area operations manager was covering their role until they returned to work. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

There were systems in place designed to reduce the risks of people being abused, such as providing support workers with training and guidance in the service’s policies and procedures.

People’s care records provided guidance to support workers about how the risks in people’s daily living were minimised.

The service had taken action to address support worker vacancies. This included actively recruiting to vacant roles to ensure that there were enough support workers to meet people’s needs. There were robust recruitment systems in place.

Where people required assistance to take their medicines there were arrangements in place to provide this support safely.

People were cared for and supported by support workers who were trained and supported to meet their needs.

The service was working within the principles of the Mental Capacity Act 2015. People’s consent was sought before any care was provided.

Where required, people were provided with the support they needed to meet their dietary needs.

People were supported to access health care professionals, where required, to maintain good health.

People were treated with respect by their support workers and they shared positive relationships. Care records guided support workers in how people’s privacy, dignity and independence was promoted and respected. People were involved in making decisions about their care and support.

People received care and support which was planned and delivered to meet their specific needs.

There was a complaints procedure was in place. People’s concerns and complaints were listened to and addressed.

There was an open and empowering culture in the service. People were asked for their views of the service and these were valued and acted on. There was a quality assurance system in place and shortfalls were addressed. As a result the quality of the service continued to improve.