This inspection took place over 6, 8 and 9 June 2017 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we wanted to visit the office, talk to staff and review records. Phone calls to people and staff were completed on 8 and 9 June 2017 and we visited the premises on 6 June 2017.

The service provides personal care and support to people who live in their homes in and around the Bassetlaw area of Nottinghamshire. At the time of this inspection 40 people received support from the agency; five of whom received support with their personal care needs.

The service is required to have a registered manager; a registered manager was in place at the time of this inspection. 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.

Records of people’s care, where staff had assisted people with topical creams were not always complete. Checks on the quality and safety of services were undertaken; however they were not always recorded. Policies were being reviewed to ensure they reflected the services provided.

People and their families felt safe with the care provided by the service. Staff had been trained in and understood their responsibilities for safeguarding people.

Checks had been completed on staff employed at the service. There were sufficient staff deployed to attend people’s calls and meet people’s needs.

Staff were trained to administer medicines when people required this care. Risk assessment processes were in place to identify, and where possible, reduce risks. Procedures were in place to ensure any accidents and incidents would be reported and managed in line with the provider’s procedures.

Staff sought people’s consent before they provided care. The provider had a policy in place on the Mental Capacity Act 2005, should a person not have the capacity to consent to their care.

Staff had been trained to have skills and knowledge in areas relevant to people’s care and support, including safeguarding people and first aid.

Where people needed care with their nutrition and hydration, staff understood how to provide this support and meet their known preferences.

Staff felt supported by the registered manager and had regular contact with them.

Staff were aware of people’s healthcare needs and worked with other professionals when needed.

People were cared for by staff who were caring and considerate. People were involved in planning and reviews of their care and support. Staff promoted people’s dignity and privacy.

People knew how to raise any worries or concerns. People received personalised and responsive care where their goals, aspirations, hobbies and interests were supported.

The registered manager promoted an open culture where opportunities to develop the service were taken with people and staff. The registered manager was known by people, their family members and staff; people felt the registered manager was approachable.