This inspection was carried out on 18 July 2017. We gave the registered manager 48 hours’ notice of our intention to undertake an inspection. This was because the organisation provides a domiciliary care service to people in their own homes and we needed to be sure that someone would be available at the office.

Olive Leaf Health and Home care Limited provides domiciliary care for people of all ages and abilities who live in their own home. Most people received personal care and support through several visits each day. On the day of our inspection visit the service was providing personal care and support to ten people. Other people the service supported only received domestic support.

This was the first inspection of the service since it was registered with us.

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 service had a registered manager, who was also part owner of the service. 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 and there were processes to in place to minimise risks to safety. These included procedures to manage identified risks with people’s care and for managing medicines safely. Staff understood how to protect people from abuse and keep people safe. The character and suitability of staff was checked during recruitment procedures. This was to make sure, as far as possible, they were safe to work with people who used the service.

There were enough staff to deliver the care and support people required. People told us staff were kind and knew how they liked to receive their care. Staff received an induction when they started working for the service and completed regular training to support them in meeting people’s needs effectively. People told us staff had the right skills to provide the care and support they required.

The registered manager understood the principles of the Mental Capacity Act (MCA), and staff respected people’s decisions and gained people’s consent before they provided personal care.

Care records were up to date and provided staff with accurate information on how they should support people, according to their preferences. Care reviews were undertaken each year, or when people’s needs changed to continue to meet their care and support requirements.

Staff were supported by the registered manager through regular supervision meetings. There was an out of hours’ on call system in operation which ensured management support and advice was always available for staff.

People told us the manager was approachable. Communication was encouraged and identified concerns were acted upon by the registered manager. People knew how to complain and information about making a complaint was readily available for people. Staff said they could raise any concerns or issues with the registered manager, knowing they would be listened to and acted on. The registered monitored complaints and feedback to identify any trends and patterns, and made changes to the service in response.

Quality assurance systems were in place to assess and monitor the quality of the service. There was regular communication with people and staff whose views were gained on how the service was run. The registered manager sought advice from experts in their field, people and staff on how to make continuous improvements.