This inspection was an announced inspection which took place on 18 September 2018. The provider was given 24 hours’ notice because the location provides a domiciliary care service and we needed to know that someone would be available. This was the first ratings inspection to this location.

PnS Domiciliary Services provides personal care support to people living in their own homes. It provides a service to older people, some of whom may be living with dementia, people with multiple or complex needs, as well as people with a learning disability. When we inspected there were 34 people using the older people’s domiciliary care service and 14 people using the service for people with a learning disability.

There was a registered manager in post. 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 key element that needs to improve with this service is the oversight of the provider and registered manager. Several matters were set to improve and the feedback from inspection was well received with actions being taken. However, at the time of our inspection visit certain elements were not embedded or underpinned by policy and procedures that were regularly reviewed and took into account best current practice. Examples included medicines management, staff recruitment and identity cards for staff.

Staff rosters were not well organised and records were not easy to follow in terms of planning or checking what had occurred in retrospect. The systems in place needed to develop to ensure the service was consolidated to be sustainable and grow.

People using this service received support that met their needs. Staff were caring and knew people well and were passionate about providing good care for people. We saw and heard several examples of staff truly caring about people. Staff had received appropriate training or this was planned. People had a regular set of staff who supported them and therefore were able to develop meaningful relationships.

People were consulted about their plan of care. Care plans were regularly reviewed with people and their input was sought when reviewing the plans. Staff used care plans and risk assessment to guide them about how to provide people’s care.

Managers were available to people that used the service and staff alike. People said that they were approachable and able to solve any concerns that they had. People said that they would recommend the service and staff were valued and received recognition that helped ensure a good staff retention rate.