This was the first inspection of this service since it was registered with the Care Quality Commission (CQC) on 15 August 2017. This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older people. At the time of this inspection the service was providing support to three people.

This inspection started on 20 August 2018 and ended on 31 August 2018.

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.

Staff were trained in safeguarding and understood their responsibilities to report concerns. Processes were in place to ensure any concerns raised were dealt with appropriately.

Risks associated with people's care and support were managed safely. People supported had a person-centred care plan with risk assessments in place that reflected their individual needs.

The service provided people with continuity of care because a core group of staff were allocated to work with the same people. The provider had followed effective recruitment procedures to check potential staff employed were of good character and there were systems in place to ensure that they had the skills and experience needed to carry out their roles.

Suitable arrangements were in place in relation to the safe administration and recording of medicines. Management systems were in use to minimise the risks from the spread of infection. Staff received training about controlling infection and had access to personal protective equipment such as disposable gloves and aprons.

People were supported to have 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. All staff had undertaken an induction before they started work. Mandatory training was regularly undertaken with refresher updates in accordance with best practice guidelines. The registered manager supported staff through supervision and team meetings.

Staff were aware of the importance of choice when supporting people with meals and drinks. The registered manager communicated important information about how to support people to staff to enable people to receive consistent care which was effective in meeting their needs. People were supported to access additional advice from healthcare professionals where this was relevant to them.

Staff understood what it meant to individual people in terms of maintaining their dignity. A relative told us staff were kind and caring.

The service involved people and their representatives in discussions about their care so they received care that met their own specific needs. People were provided with information on how to complain and there was a process in place for dealing with complaints.

The registered manager was skilled and experienced. They monitored the care packages and provided support and advice to staff. The registered manager demonstrated strong values and a desire to learn about and implement best practice. There were systems and processes to enable lessons to be learned and improvements made if things went wrong. Staff were motivated and proud of the service.

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