The inspection took place on 18 April 2016 and was announced.

Right At Home Care provides care and support to people in their own homes. The service provided personal care to 16 older people at the time of our inspection, some of whom were living with dementia.

The service is owned and operated by Mr Robert Thornton, who is the registered provider. Mr Thornton is referred to in this report as ‘the provider’. There was a registered manager in post. 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 and associated Regulations about how the service is run.

People felt safe when staff provided their care. They told us they could rely on their care workers. People said their care workers had never missed a visit and the agency contacted them to let them know if a care worker was running late. The provider had identified those people most at risk if their care was interrupted and had developed plans to prioritise the delivery of their care in the event of an emergency.

Staff received training in safeguarding and recognising the signs of abuse. They knew about their responsibilities if they suspected abuse and how to report their concerns. The registered manager had carried out risk assessments to ensure that people receiving care and the staff supporting them were kept safe. Where an incident or accident had occurred, there was a record of how the event had occurred and what action could be taken to be taken to prevent a recurrence. People were protected by the provider’s recruitment procedures. The provider carried out pre-employment checks to ensure they employed suitable people to work at the agency.

People received their care from regular care workers who knew their needs well. New care workers were always introduced to people by the provider before they began to provide their care. The provider understood the importance people placed on having regular care workers and ensured people received a consistent service from familiar staff.

Staff had access to the training and support they needed to fulfil their roles. All staff attended an induction when they joined the agency and shadowed experienced colleagues until the provider was confident in their ability to provide people’s care safely and effectively.

The agency worked co-operatively with people’s families to ensure they received the treatment they needed. Relatives told us staff were observant of any changes in their family member’s needs and said the provider contacted them if they had any concerns about people’s health or welfare. People’s nutritional needs were assessed and any dietary needs recorded in their care plans. Where people needed assistance with eating and drinking there was a care plan in place to outline the support they required.

People were supported by kind and caring staff. People told us their care workers were polite, courteous and treated them and their property with respect. They said they had developed good relationships with their care workers and looked forward to their visits. Relatives told us that care workers were compassionate in their approach and sensitive to their family members’ needs. They said staff knew how their family members preferred their care to be provided and genuinely cared about their welfare. The provider told us they only recruited staff with the attitude and approach to supporting people that reflected the agency’s values, including providing high quality care that promoted independence, dignity and respect.

People received a service that was responsive to their individual needs. People’s needs were assessed before they began to use the service and an individual care plan drawn up from the assessment. People were encouraged to be involved in the development of their care plans and the provider