This inspection took place between 21 and 23 May 2018 and was announced. The provider was given short notice of our intention to inspect the service. This is in line with our current methodology for inspecting domiciliary care agencies to make sure the registered manager would be available. This was the first inspection of the service since they registered with the Care Quality Commission in April 2017.

The Reablement Service Waterton Hub is a domiciliary care agency registered to provide personal care. The service provides short term care and support to people following an illness or hospital stay with the aim of enabling people so they can continue living independently in their own homes. It provides a service to people over the age of 18. At the time of our inspection there were 12 people using the service. Not everyone using the service receives care provided by the 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.

There was a registered manager in post when we inspected. 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.

People told us they felt safe using the service, and said staff arrived at the times agreed with them. Staff were safely recruited, had identification and uniforms which enabled people to identify them easily and they understood the importance of reporting any safeguarding concerns. People and staff were all highly complimentary about the quality of the service in all areas.

Risks were well assessed and we saw staff had access to clear guidance to help them minimise these risks as much as possible. People told us the support they received was kind, tailored to their needs and preferences, and very effective in helping them regain their independence. We saw people had choice and were consulted in the planning and review of their support.

People said they had good relationships with staff, and our conversations showed staff got to know people well. There was effective training and support in place for staff, who told us they had good leadership and morale. We saw communication amongst staff at all levels was effective and contributed to successful support delivery.

The registered manager had systems in place to monitor and measure quality in the service, and we saw people and staff were regularly asked for their opinions. There were good systems in place to work with other health and social care bodies to deliver good outcomes for people. We saw the service received regular positive feedback from people, their relatives and professionals.