This announced inspection took place on 29 May 2018. This was the provider’s first inspection since registration.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults and younger disabled adults. At this inspection they were providing personal care for 56 people.

Approved Care and Support had two registered managers in post and both were present throughout this inspection. One of the registered managers was also the registered provider. 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 were safe as staff knew how to recognise and respond to concerns of ill-treatment and abuse. Staff members arrived to provide care for people on time and stayed for the agreed period. Staff members followed safe infection prevention and control practices when supporting people. The provider followed safe recruitment procedures when employing new staff members.

People were safely supported with their medicines by competent staff members. People received care and support from staff members who had received training and support to effectively assist them. New staff had received an introduction to their role and were equipped with the skills they needed to work with people.

People received care that was effective and personalised to their individual needs and preferences. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff members understood and promoted people’s rights.

People received support that was kind, caring and respectful. People were supported by a staff team that was compassionate, thoughtful and appropriately “humorous”. People’s privacy and dignity was respected by those providing assistance.

People were involved in developing their own care and support plans. When changes occurred in people’s personal and medical circumstances, these plans were reviewed to reflect these changes. People’s individual preferences were known by staff members who supported them as they wished. People were encouraged to raise any concerns or complaints. The provider had systems in place to address any issues raised with them.

Approved Care and Support was well-led by a management team that people and staff found approachable and supportive. People’s feedback was encouraged and their suggestions were valued by the provider. Staff members believed their opinions and ideas were listened to by the provider and, if appropriate, implemented. The provider had systems in place to monitor the quality of service they provided and where necessary made changes to drive improvements.