This announced comprehensive inspection took place on 17 September 2018. We gave the provider 48 hours’ notice of the inspection visit because it is small and the registered manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in to assist with the inspection.

Prestige Care Services Ltd is a domiciliary care agency that provides personal care and support to people living in their own houses and flats in the community. The service registered with the Care Quality Commission (CQC) in August 2017 and the registered manager told us they had started to provide care and support to people in March 2018. It provides a service to older people and people with a learning disability. When we inspected, the service was supporting 17 people. Not everyone using the service receives a regulated activity; 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 take into account any wider social care provided.

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 provider had systems in place to protect people from abuse. Care workers had completed training in safeguarding people and the registered manager was aware of their responsibility to report any concerns.

The provider assessed risks to people using the service and acted to mitigate any risks they identified.

The provider carried out checks on new care workers to make sure they were suitable to work with people using the service.

People received the support they needed to make sure they received their medicines safely and as prescribed. People’s care records also included information about their healthcare needs and how these were met.

Care workers had access to personal protective equipment to help prevent and control the spread of infection.

The provider acted when things went wrong and changed the way they worked to make sure they did not repeat mistakes.

The provider followed current legislation and standards to make sure they achieved effective outcomes for people using the service.

Care workers had the training they needed to care for and support people safely and effectively.

Where people needed support with eating and drinking, the provider included this in their care plan and risk assessment. Daily care logs completed by care workers showed that people received the support they needed to eat well and stay hydrated.

The registered manager understood their responsibility to act within the requirements of the Mental Capacity Act 2005 and provide care and support in people’s best interests.

People using the service received support from care workers who cared about them and liked and respected them. People also told us their care workers respected their privacy and dignity.

People and their relatives told us their care workers listened to them and said they felt involved in making decisions about their day to day care.

People using the service and their relatives told us their care workers understood the person’s care needs and made sure they met these on each visit.

The provider had a complaints policy and procedures and we saw they had produced this in languages other than English, including Polish, Hindi, Urdu and Punjabi.

People using the service and their families told us they felt it was well-led. Care workers also told us they felt supported by their managers and said they felt the service was well-led.

The provider registered a qualified and experienced manager who has been in post since the service was registered in August 2017.

The provider had systems in place to monito