This inspection visit took place on 19 September 2016 and was announced. The provider was given four days’ notice of our inspection visit to ensure the manager and care staff were available when we visited the agency’s office.

The service was last inspected in November 2013 when we found the provider was compliant with the essential standards described in the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010.

Pasand Care provides domiciliary care for people of all ages and abilities who live in their own home. The service is part of a larger organisation, Home Instead Senior Care UK Ltd, and operates as an independently owned and operated franchise office. 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 39 people. Other people the service supported only received domestic support.

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. We refer to the registered manager as the manager in the body of this report.

People felt safe using the service and there were processes to minimise risks to people’s safety. These included procedures to manage identified risks with people’s care and for managing people’s 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 to make sure, as far as possible, they were safe to work with people who used the service.

There was enough staff to deliver the care and support people required. People told us staff were kind and knew how people 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 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 people’s care and support requirements.

Staff were supported by managers through regular 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 manager and provider. 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 managers, knowing they would be listened to and acted on. The provider 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 provider and manager sought advice from experts in their field, people and staff on how to make continuous improvements.

We carried out this inspection after giving the provider 24 hours notice. This was because we needed to ensure that we would be able to access the office and obtain the information we needed from the manager of the service.

We spoke with the registered manager and two staff members and we met the registered provider and other staff in the office. All of the staff were very helpful and the manager provided us with all the information we asked for.

We spoke with three of the people who used the service over the telephone. Our discussions were held in private so that people felt able to discuss any concerns they may have had. Everyone was happy with the care and support they or their relative received from the service. They told us that staff were kind and caring and treated them with respect. People felt that they received the right care at the right time and in the way that they had agreed. A person said, "The care is wonderful and the staff are fantastic."

The service was well-led and staff were supported and supervised. Staff received a comprehensive induction programme and training to ensure that they could carry out their job roles effectively. A staff member said, "We are very supported here."

There was an effective quality monitoring procedure in place where people who used the service were regularly asked for their views and opinions. Regular spot checks were carried out on staff to ensure that they were maintaining standards and meeting the needs of people.

We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they can make choices about their care. The inspection was led by a Care Quality Commission inspector who was supported by an 'expert-by-experience' who has personal experience of using or caring for someone who uses this type of service.

We visited two people in their own home as part of this review and spoke with them

about their experiences of the support they have received. We spoke with 16 people

over the telephone who received a service from this agency.

People told us that they were provided with information about the agency and were involved in planning their care. The agency met with them to discuss their care and to talk about how they wanted their care to be provided. One person said to us; “Yes, I was very involved in my care plan – I interviewed the staff! I knew what I wanted, I expressed what I wanted, when I wanted it. All matters were agreed between us. A very good outcome.”

People said that care workers treated them with respect and promoted their privacy and dignity. One person commented, “I feel that I am respected by my carers. They are all very good and helpful. I don’t feel embarrassed any longer because they are not embarrassed – we have a laugh, they make me feel I matter to them.”

Everyone was pleased with the care they received. They had regular care workers who knew their needs and provided their care in the way they wanted.

People were asked for their views about their service. There were regular reviews, contact by telephone and the opportunity to complete an annual survey. Comments from the most recent survey were positive with people being happy with the care they received.