We inspected Passion for Support Limited on 3, 4 and 6 July 2017. We gave the provider short notice of our intention to inspect the service. This is in line with our current methodology for inspecting domiciliary care agencies to make sure the registered manager can be available.

This was the first inspection of the service since the provider registered with the Care Quality Commission in February 2016 following a move to new office premises.

Passion for Support Limited is a domiciliary care agency which provides care and support services to people in their own homes. At the time of our inspection the service was providing support to 75 people, however only 14 of these people were receiving personal care which is the part of the service the Commission regulates. The agency provides a service to adults, older people, people living with dementia, people with physical disabilities, learning disabilities, sensory impairment and people with mental health needs.

There was a registered manager in post, who was also the nominated individual for the Company. 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 and relatives we spoke with were unanimous in their praise of the service provided and the staff. Staff were carefully matched to individuals which meant people received support from a small group of staff who knew them well. People told us staff were patient and kind and enabled them to do things at their own pace. All calls were a minimum of one hour and people said staff arrived on time and stayed the full length of the call, often doing extra jobs if they had any spare time. Medicines management was safe which helped ensure people received their medicines as prescribed.

Our discussions with staff showed they knew people well. Staff were recruited safely and told us their induction and shadowing was comprehensive and prepared them for their roles. We saw staff received the training and support they required to meet people’s needs. Staff had a good understanding of safeguarding and whistleblowing.

People’s care records provided detailed information about their needs and focussed on what people could do for themselves as well as the support they required from staff. Risk assessments showed any identified risks had been assessed and mitigated. We saw people had been involved in their support plans and reviews. There was full information about people’s lives which included important relationships, life history and any interests, likes and dislikes. People’s nutritional needs were met.

People we spoke with raised no concerns but knew the processes to follow if they had any complaints and were confident these would be dealt with.

People, relatives and staff spoke highly of the registered manager and the way the service was run. They told us communication was very good. They told us about regular checks the registered manager and service co-ordinator carried out to make sure people were happy with the service. We saw systems were in place to monitor the quality of service delivery, however the registered manager recognised the recording of these processes needed to improve and had taken steps to make these improvements over the coming months. People, relatives and staff all said they had and would recommend the service to other people.