This inspection took place on 3 September 2018 and was announced. The service registered with the Care Quality Commission (CQC) in July 2017 as a new service. This was its first rated inspection.

This service is a domiciliary care agency. The service provides personal care and support to people living in their own houses in the community. The service provides support to older people and younger adults with a range of conditions including physical disabilities and people living with dementia. At the time of the inspection, two people were receiving care and support from the service.

There was a manager in post who registered with CQC in July 2017. The provider was required to have 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 registered manager had systems in place to record safeguarding concerns, accidents and incidents and take necessary action as required. Staff had received safeguarding training and understood their responsibilities to report any incidences or suspicions of abuse.

Risk assessments were carried out to enable people to keep their independence and receive care with minimum risk to themselves or others. People received their medicines when they needed them from staff who had been trained and had their competency checked.

The provider made sure there was enough staff on duty. We found recruitment procedures were safe with appropriate checks undertaken before new members of staff commenced their employment. This helped to ensure, they were suited to work with vulnerable people.

People received effective care and support from competent and well-trained staff. Staff were knowledgeable about their roles and responsibilities. They had the skills and knowledge required to support people with their care needs. Staff received a thorough induction at the start of their employment and new staff completed a qualification known as the Care Certificate if they did not already hold a relevant qualification. All staff received regular supervision and annual appraisals.

Staff knew the people they were supporting well and provided a personalised service. Care plans were in place detailing how people wished to be supported and included people's likes and dislikes. People's health and nutritional needs were assessed and staff contacted relevant health care professionals for advice as necessary to help maintain people's wellbeing.

Staff understood and demonstrated a good working knowledge of the Deprivation of Liberty Safeguards and the key requirements of the Mental Capacity Act 2005. The provider and staff had received training on these. There was also a policy on the mental capacity which was accessible to staff.

People were cared for with kindness and compassion. They were treated with dignity and respect and supported to maintain their independence. Care and support was planned and personalised to each person, which ensured they were able to make choices about their daily lives. Staff supported people to maintain and develop their relationships with those close to them, within their social networks, and members of the community.

People had access to a complaints procedure and were confident any concerns would be taken seriously and acted upon.

People and their relatives told us the registered manager was a good manager. The culture of the service was open and positive. The registered manager was very supportive and was committed to providing quality services to people.

The registered manager conducted regular quality assurance assessments to help raise standards and drive improvements. The registered manager told us they were planning this to develop the quality assurance further as the service grows