This inspection visit took place on the 28 September and was an announced inspection. This meant that we gave the service notice of our arrival so that we could ensure someone was available at the office. We undertook telephone calls with people that used the service on 3 and 4 October 2016.

The service is registered to provide personal care to people living in their own homes. At the time of the inspection there were 60 older people using the service. The service is for a period of up to six weeks and aimed at reabling people to become more independent.

There was a registered manager for this service, who was available every day. 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 felt safe using the service. Staff were trained in adult safeguarding procedures and could identify what to do if they considered someone was at risk of harm, or if they needed to report concerns.

There were systems in place to identify risks and protect people from harm. Risk assessments were in place and carried out by staff who were competent to do so. Risk assessments recorded what action staff should take if someone was at risk. Referrals were made to appropriate health care professionals where necessary, to minimise risk going forward.

There were sufficient staff to keep people safe and meet people’s needs, and the registered manager had followed safe recruitment procedures. Staff were competent with medicines management and could explain the processes they followed.

Policies and procedures were in place to guide staff in relation to the Mental Capacity Act 2005. The registered manager understood that there should be processes in place for ensuring decisions were made in people’s best interests.

Staff were caring, knew people well, and supported people in a dignified and respectful way. Staff acknowledged people’s privacy. People felt that staff were understanding of their needs and had positive working relationships with people.

The service provided individualised care according to each person’s needs and preferences. People and their relatives were involved in assessment and reviews of their needs. Staff had knowledge of changing needs and supported people to make positive changes to their care plans.

People and staff knew how to raise concerns and these were dealt with appropriately. The views of people, relatives, health and social care professionals were sought as part of the quality assurance process. Quality assurance systems were in place to regularly review the quality of the service that was provided.