This inspection took place on 6 April 2016 and was announced. We last inspected this service on 16 October 2013. At that inspection we saw that the service was meeting all the regulations we assessed.

Midland Care (UK) Ltd provides a domiciliary care service to people in their own homes. There were 20 care packages in place at the time of our inspection.

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.

The leadership and culture of the service was to provide a high quality and personalised support to people. Staff were well trained and supported to provide the best possible care to people.

People and their relatives were consistently complimentary about the kindness of staff, feeling involved in their care support and wanting to continue to receive a service even after there had been a break due to, for example, hospitalisation. People described the staff as going ‘over and above’ their roles to provide a good service.

People were happy that they received care and support from staff that they had got to know and recognised as their regular staff. People told us they had never had a missed call and staff attended the calls at the appropriate times and often stayed longer than they were supposed to.

People received care and support from staff that knew their needs and were able to meet all their physical, emotional and cultural needs.

People were protected from harm because there were systems in place to identify and manage risks associated with their needs. Staff were able to recognise concerns of abuse and harm and knew what actions to take to keep people safe.

People were supported by staff had been checked to ensure that they were suitable to work with people and that had received training to ensure they had the skills to meet people’s needs.

People were involved in identifying their needs and arranging how they were to be supported.

People and their relatives told us that the service was responsive to their needs and they were continually asked for their views about whether their service could be improved. Systems were in place to ensure that the registered manager was in regular contact with people so that they knew if staff were providing the care they needed.

The registered manager had developed links with the wider community and people were supported with help that they were not always contracted to receive. For example, people were supported on day trips and to access their human rights such as the right to be involved in the election process.

The agency was supporting 14 people who received care in their own home on the day of our inspection. We spoke with one person who used the service, and the friends or relatives of eight other people. We spoke with three members of staff by telephone and we met with the manager in the office where we looked at records.

We saw and records confirmed that people needs were assessed care provided to meet people’s needs. Everyone we spoke with was happy with the service they received and felt they were involved in the planning and carrying out of their care. One relative told us, "You hear so many bad things but they are wonderful, do a wonderful job, over and above what was expected .Treat mum as part of the family."

We saw that people were comfortable with the staff that supported them and staff had the knowledge and skills to ensure that people were protected from harm.

Appropriate pre-employment checks were completed when staff were recruited to ensure they were suitable to work with the people who used the service.

People were asked for their views about the service and these were listened to. Action was taken to make improvements where needed. One person said, "I am very happy with care provider, management and staff is excellent and very helpful."