Rose Care Suffolk Ltd provides personal care to people living in their own homes. At the time of this announced inspection of 5 and 6 June 2017 there were 82 people who used the service, 68 of these people received the personal care provision. The provider was given notice of the inspection because the location provides a domiciliary care service and we needed to know that someone would be available.

At the last inspection of 12 February 2015 the service was rated as Good. At this inspection we found the service remained Good. The service continued to make improvements and had developed some positive new projects. However, these were not yet fully implemented at the time of our inspection or embedded to enable us to assess how these improved the outcomes for people using the service.

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 2008 and associated Regulations about how the service is run.

There were systems in place which provided guidance for care workers on how to safeguard the people who used the service from the potential risk of abuse. Care workers understood their roles and responsibilities in keeping people safe. There were processes in place to ensure the safety of the people who used the service. These included risk assessments which identified how the risks to people were minimised. Where people required assistance to take their medicines there were arrangements in place to provide this support safely.

Care workers were available to ensure that planned visits to people were completed. People were supported by care workers who were trained and supported to meet their needs. Where people required assistance with their dietary needs there were systems in place to provide this support safely. Where required, people were provided support to access health care professionals.

Care workers had good relationships with people who used the service. People were involved in making decisions about their care and support. People received care and support which was planned and delivered to meet their specific needs.

The service had a quality assurance system and shortfalls were identified and addressed. As a result the quality of the service continued to improve. A complaints procedure was in place.

Rose Care Suffolk Ltd provides personal care and support to people living in their own homes. There were 68 people using the service when we inspected on 12 February 2015. This was an announced inspection. The provider was given 48 hours’ notice because the location provides a domiciliary care service.

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 2008 and associated Regulations about how the service is run.

There were systems in place which provided guidance to care workers about safeguarding the people who used the service from the potential risk of abuse. Care workers understood the various types of abuse and knew who to report any concerns to.

There were procedures and processes in place to ensure the safety of the people who used the service. These included risk assessments which identified how the risks to people were minimised.

Where people required assistance to take their medicines there were appropriate arrangements in place to provide this support safely.

There were sufficient numbers of care workers who were trained and supported to meet the needs of the people who used the service.

People, or their representatives, were involved in making decisions about their care and support. People’s care plans had been tailored to the individual and contained information about how they communicated and their ability to make decisions.

Care workers had good relationships with people who used the service and were attentive to their needs.

Where care workers had identified concerns in people’s wellbeing there were systems in place to contact health and social care professionals to make sure they received appropriate care and treatment.

Where people required assistance with their dietary needs there were systems in place to provide this support safely.

A complaints procedure was in place. People’s concerns and complaints were listened to, addressed in a timely manner and used to improve the service.

Care workers understood their roles and responsibilities in providing safe and good quality care to the people who used the service. The service had a quality assurance system and shortfalls were addressed promptly. As a result the quality of the service continued to improve.

We spoke with ten people who used the service, two people's relatives and one person's full time carer. People told us that they were provided with the care and support that they needed and preferred and that care workers treated them with respect. One person said, “They (care workers) are always polite, they are all ages and all have the same approach.” Another person said about the service they received, "I am very, very pleased." Another said, "I have no problem with them at all." Another said, "I am extremely happy, they (care workers) are very careful and sensible." One person's relative said, "They (care workers) are very competent and polite."

We looked at the care records of 12 people who used the service and found that they experienced care, treatment and support that met their needs and protected their rights. We found that the provider worked with other services who were involved in people's care to ensure that they were provided with a consistent service which met their needs.

We saw the personnel records of four care workers which showed that the appropriate checks were made to ensure that people were protected by the service's recruitment procedures.

The provider had systems to assess and monitor the service that people received. There were processes in place to ensure that infection control was minimised. We spoke with two care workers who told us that they were supported and trained to meet the needs of the people who used the service.

We spoke with six people who used the service who told us that they were happy with the care and support provided by the service. They confirmed that they had a copy of their care plans in their homes and were consulted about the care and support they were provided with.

They told us that the care staff treated them with respect and supported them in the ways that they expected. One person said, "They (care staff) respect my privacy and they are extremely polite. I have high regard for the company, they are very professional." Another person said, "I look forward to seeing them (care staff)." Another said, "They (care staff) are such lovely people."

People told us that they knew how to make a complaint and if they were concerned or worried they made a telephone call to the office. They told us that their concerns were acted upon promptly.

We looked at seven people's care records and found them to be up to date. They included information about the care and support provided to people.

We visited two people in their homes and spoke with them about their views of the care and support that they were provided with. Both people told us that they felt that the care workers treated them with respect and listened and acted on their choices about how they chose to be cared for and supported. The people told us that the care workers undertook the tasks that they required and preferred to meet their needs.

One person told us that they were provided with a regular team of care workers who knew them and how they preferred to be supported. They said that if there were any changes to their care workers the staff working in the agency office let them know. This was confirmed by a person's relative who was also spoken with.