This inspection took place on the 21 November 2016 and was announced. We gave 48 hours’ notice of the inspection to ensure that staff would be available in the office, as this is our methodology for inspecting domiciliary care agencies.

My Homecare is registered to provide personal care to people in their own homes. At the time of our inspection the service was providing personal care to 19 people.

A registered manager was 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.

People and their relatives told us they felt safe with staff from My Homecare. People stated that staff were pleasant and kind. Staff had a clear understanding of the different types of abuse and the procedures to be followed if they had witnessed or suspected abuse had taken place. Staff were provided with the contact details for the local authority safeguarding team. Robust recruitment processes were followed. The provider had made changes in relation to the recording of full employment histories for prospective staff.

Accidents and incidents were recorded and monitored by the registered manager and information was cascaded to staff to help minimise the risk of a repeated event.

If an emergency occurred at the office or there were adverse weather conditions, people’s care would not be interrupted as there were procedures in place. There was an on-call system for assistance outside of normal working hours.

Staff had received training and supervisions that helped them to perform their duties. They also received spot checks from the registered manager whilst they were working with people. Staff had received training and understood the Mental Capacity Act 2005 (MCA) and always sought people’s consent before undertaking any tasks. People told us that staff would not do anything without asking them first. All staff received induction training when they commenced working at the agency. Mandatory training and other training specific to the roles of staff was also provided.

There were enough staff to ensure that people’s assessed needs could be met and all visits could be undertaken in a timely manner. It was clear that staff had a good understanding of how to attend to people’s needs.

Medicines were managed in a safe way and recording of medicines was completed to show people had received the medicines they required.

Person centred care plans were in place for people and included information about how people preferred their assessed needs to be attended to. Risks had been identified to the health and safety of people and clear guidance about how to minimise risk was clearly recorded.

People’s nutritional needs were met by staff who would cook meals for those who required this type of support. Healthcare professionals were involved in people’s care and staff liaised with them as and when required.

People were supported by staff to remain as independent as they were able. People were encouraged to do things they would normally do such as washing themselves.

People told us that staff showed kindness and compassion and their privacy and dignity were upheld and promoted by staff.

A complaints procedure was available for any concerns and people had been provided with a copy of this document.

Staff informed that they felt supported by the registered manager and they had an open door policy and were approachable. Staff meetings took place and staff received regular newsletters from the registered manager.

Quality assurance systems were in place that enabled the provider and registered manager to monitor the quality of service being delivered and the running of the agency. People, relatives and associated professionals were able to express their views to the