This was the first inspection of the service since it was registered with the Care Quality Commission (CQC) in July 2017. This inspection took place on 4 and 10 July 2018 and was announced. The service is a domiciliary care agency based in North Tyneside. It provides personal care to people living in their own homes throughout North Tyneside and Northumberland. Services were provided to adults with a wide range of health and social care needs. At the time of our inspection there were 20 people receiving a service.

Not everyone using Pinnacle Cares For You received regulated activity; the CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

The service had a registered manager in post. The registered manager had been in post since the service was registered. A registered manager is a person who has registered with the CQC 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 registered manager was on annual leave during this inspection, therefore we liaised with the Chief Executive Officer (CEO) and the operations director.

Staff were trained and understood their responsibilities with regards to safeguarding people from harm. Incidents of safeguarding matters had been recorded, investigated, reported and were monitored. The local authorities who commissioned services had no concerns about the service. People told us they felt safe with support from care staff and relatives confirmed this.

Staff supported people to maintain their health and safety in their own home. Fully completed risk assessments of the known risks people faced were in place for care staff to follow. These were regularly updated to reflect any changes in people’s care needs. Accidents and incidents were comprehensively recorded and investigated to resolve issues and reduce the likelihood of a repeat occurrence.

Medicines were well managed. Electronic medicine administration records were used and we saw these were accurate and up to date. Competency checks were conducted with care staff to ensure they remained competent with this task. Unannounced spot checks were regularly carried out to ensure high standards were upheld.

A policy was in place to protect people from the risks of infection. The company provided care staff with personal protective equipment (PPE).

Staff recruitment was safe and robust. 20 care staff were employed and we considered this was enough to safely and effectively meet people’s needs. People told us care staff were consistent and arrived as expected most of the time.

The company mainly recruited qualified and experienced care staff. They received a company induction and had regular training updates. A robust induction programme had been delivered to two care staff who did not have extensive experience. Care staff attended regular supervision sessions as part of their personal development plan. Records confirmed this. Care staff told us they felt very supported by the management team.

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.

The CEO shared multiple examples of people who had achieved a positive outcome following successful support from staff.

People told us that care staff made meals of their choice. External healthcare and social care professionals were involved with people’s care to ensure their ongoing welfare.

Without exception, people and relatives told us all staff were caring, kind and respectful. People said care staff upheld their dignity and privacy.

Support plans contained very person-centred information. Peop