This inspection took place on 3 October, 9 and 10 October 2018 and was announced. We gave the provider 24 hours' notice of our visit because the location provides a domiciliary care service and we needed to make sure that there would be someone at the office at the time of our visit.

Nationwide Care Services is registered to provide personal care. The registered location is situated in Leicester and provides care to people who live in their own homes in Leicester city. The service caters for older people and younger adults with needs relating to dementia, learning disabilities, physical disabilities, and sensory impairment. There were 28 people using this service at the time of our inspection.

The registered manager had left but not contacted CQC to deregister. 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 acting manager had started the process of registration.

The acting manager had identified key areas for improvement such as improvement of people’s care plans and staffing. The registered manager was receiving support from the provider to meet the actions required to meet the provider’s requirements for compliance with their policies and standards.

People using the service and their relatives were positive about the service they received and of the care staff and management team who supported them daily.

People had been assessed and the risks associated with their care and support had been identified, reviewed and managed. Care staff received training in the prevention and control of infection and the necessary protective personal equipment was readily available.

Although staff knew the care people needed care plans were not always detailed in the way care should be provided. Daily records did not always reflect the care people received.

People received care from staff that had received training and support to carry out their roles. Staff understood their roles and responsibilities to safeguard people from the risk of harm.

Care staff usually arrived within half an hour of their designated time. People received care from a consistent group of staff. Staff were recruited following a safe recruitment process to make sure only suitable people worked at the service.

People were supported to access relevant health and social care professionals. There were systems in place to manage medicines in a safe way.

People told us the care staff were extremely kind and caring and they were treated with respect. Staff demonstrated their understanding of the Mental Capacity Act, 2005 (MCA). Staff gained people's consent before providing personal care. People were involved in the planning of their care which was person centred and updated when required.

People were encouraged to make decisions about how their care was provided and their privacy and dignity were protected and promoted. Staff had a good understanding of people's needs and preferences.

People using the service and their relatives knew how to raise a concern or make a complaint. Although not all complaints were recorded there was a complaints system in place. People were confident that any complaints would be responded to appropriately.