This inspection took place on 31 January 2017 and was announced. The provider was given two working days’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in the office. The service provided domiciliary care and support to people living in and around Hinckley, Leicestershire. At the time of our inspection there were five people using the service. Three of the five people using the service were being provided support under the regulated activity, personal care.

The service had a registered manager. 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 person using the service that we spoke with told us they felt safe with the staff team from Personalized Care Limited and they were looked after well. The relative of another person using the service told us that their relation was safe with the staff members who supported them.

The staff team had received training on how to keep people safe and they knew what to do if they felt that someone was at risk of harm.

The management team were aware of their responsibilities for keeping people safe from abuse and avoidable harm. This included reporting any concerns to the local safeguarding authority.

Risk assessments had been completed. This was so that the management team could identify and minimise the risks associated with people’s care and support.

Recruitment checks had been carried out when new members of staff had been employed. This was to check that they were suitable to work at the service. Support workers had been suitably inducted into the service and relevant training had been provided to enable them to appropriately support the people using the service.

Support workers we spoke with felt supported by the management team and they told us there was always someone available to speak with should they need any help or advice.

People's care and support needs had been identified and a plan of care had been developed. The support workers we spoke with were aware of people’s care and support needs because appropriate plans of care were in place which included people’s personal preferences.

People using the service were supported with their nutritional and health care needs and were supported to access health services when they needed them.

People were always asked for their consent before their care and support was offered. Support workers had received training on the Mental Capacity Act 2005 (MCA) and both they and the management team, understood its principles.

Support workers were aware of their responsibilities when supporting people with their medicines. Training in medicine management had been provided and the necessary records were being kept.

People told us that the staff team were kind and caring. They told us that they were provided with choices when they were being supported and their care and support was provided in a way that they preferred.

There were sufficient numbers of staff employed to meet the needs of the people using the service. People received regular support workers who arrived on time and stayed for the right amount of time.

People using the service and their relatives knew what to do if they were unhappy with the service they received. They knew who to speak with and were confident that any concerns would be dealt with appropriately.

People had the opportunity to be involved in how the service was run. They were asked for their opinions of the service on a regular basis. This was through visits to people’s homes and through the use of surveys.

The management team monitored the service being provided on an ongoing basis. Audits on the documentation held had been completed and checks on the e