The inspection took place on 14 November 2017 and was announced.

Phoenix Homecare and Support Ltd is registered to provide personal care to people living in their own homes. There were 13 people using the service on the day of our inspection.

The service is required to have a registered manager and there was a registered manager in post at the time of our inspection.

The provider had taken steps to protect people from abuse, discrimination and any other breaches of their human rights. Staff understood how to recognise, report and respond to any suspected or witnessed abuse. Risks to people were identified with them, and plans agreed to manage these. The management team monitored any accidents or incidents involving people to learn from these and reduce the risks of things happening again. The provider monitored their staffing requirements and capacity, in order to provide a consistent and reliable service. People received the support needed to take their medicines safely and as prescribed. Staff had received training in, and took steps to, protect people from infections.

People’s care and support needs were assessed and care plans developed to achieve positive outcomes for people. Staff received effective induction, training and ongoing support to help them succeed in their roles. People received the level of support they needed to prepare food and drinks, and any associated risks were identified and managed. People’s care and support needs were met through effective teamwork within the service, and collaborative working with external services. Staff monitored people’s general health, and helped them to access healthcare services, when required. People’s rights under the Mental Capacity Act 2005 were understood and promoted.

Staff knew the people they supported well, and approached their work with kindness and compassion. People’s communication needs had been assessed, and the provider encouraged their involvement in decision-making that affected them. Staff treated people with dignity and respect, and promoted their independence.

People received care and support tailored to their individual needs and requirements. The involvement of people and their relatives in assessment, care planning and care reviews was encouraged. Staff helped people to access their local community, and reduced the risk of social isolation, where this was an agreed part of their care package. People and their relatives understood how to raise concerns and complaints with the provider, and felt comfortable doing so.

The management team valued, respected and supported staff, who approached their work with enthusiasm. Staff benefited from effective leadership and management of the service. The registered manager and branch manager had a good understanding of their associated duties and responsibilities. The management team promoted open communication and effective team working with people, their relatives and community professionals. The provider’s quality assurance activities enabled them to assess, monitor and improve the quality of the service people received.