This inspection was announced and took place on 23 March 2017. We gave the provider 48 hours’ of our intention to undertake the inspection. This was because the service provides domiciliary care to people in their own homes and we needed to make sure someone would be available at the office.

There was a registered manager in place who is also the registered provider. 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. At the time of our inspection 37 people received care and support services.

People told us that they were relaxed and felt safe in their home when staff were with them. Staff were able to tell us of the needs of the people they provided care for and their roles and responsibilities in keeping people safe. Staff understood how to protect people from abuse and were clear about the steps they would need to take if they suspected someone was unsafe.

People had their individual risks assessed and had plans in place to manage them. People who had support with their medicines had them administered when needed and by staff who were trained and competent to do so.

Staff had been recruited following appropriate checks and the provider had arrangements in place to make sure that there were sufficient staff to provide support to people in their own homes. Staff said the training they received helped them do their job and gave them the right skills to meet the needs of the people they supported.

People told us they had developed good relationships with staff who they said were caring. Staff treated people with privacy and dignity. Staff respected people’s homes and belongings and people were supported to maintain their independence. People told us they were happy with the way in which care staff supported them to choose and prepare meals.

People were involved in how their care and support was received. Staff understood they could only care for and support people who consented to being cared for. People told us they arranged their own healthcare appointments as required, however staff would help with telephone calls and reminders if needed.

People who used the service were able to raise concerns and the provider had a system to deal with any complaints. People said staff listened to them and they felt confident they could raise any issues should the need arise and that action would be taken.

People and their relatives were very complimentary about the service provided and said the agency was well managed. People and staff felt the management team were accessible and they could speak with them to provide feedback about the service. The management team had kept their knowledge up to date through training and attending provider forums. The provider ensured regular checks were completed to monitor the quality of the care that people received and to action where improvements were needed.