The inspection took place on 15 August 2017, with the registered provider being given short notice of the visit to the office in line with our current methodology for inspecting domiciliary care agencies. The service was last inspected in July 2014. At that time, the service was rated ‘Good’ across each of the five key questions.

You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for ‘Royal Mencap Society - Rotherham Domiciliary Care Agency’ on our website at www.cqc.org.uk’

Royal Mencap Society - Rotherham Domiciliary Care Agency provides personal care to people living in their own homes and to people living in supported living environments in the Rotherham area. At the time of the inspection 96 people were receiving care and support from the service.

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 and associated Regulations about how the service is run.

People using the service told us that staff had a caring approach, and praised the way staff upheld their dignity and treated them with respect. There was a comprehensive training programme in place, which meant that staff were equipped with the knowledge and skills to meet people’s needs.

There was an effective complaints system in place, and where complaints had been received the registered provider dealt with them appropriately, making alterations to the service as required.

The recruitment system was robust, meaning that only staff with the right skills and aptitude were employed by the registered provider. Staff performance was managed via a system of staff supervisions and appraisals.

The registered provider complied with the Mental Capacity Act, ensuring that people gave informed consent to their care or that appropriate procedures were followed where people lacked the mental capacity to give consent.

Where people were at risk of harm, there were risk assessments in place, which considered the specific risks that people were vulnerable to.

Staff told us they felt supported by managers, although many said that they did not feel their views were listened to.

There was a very comprehensive and effective audit and quality monitoring system in place.

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, and to provide a rating for the service under the Care Act 2014.

The inspection was announced. During the visit we visited four supported living environments and spoke with seven people who used the service. We also spoke with two people who visited the office and 13 people via telephone, including a relative. We also spoke with seven members of staff, the manager, two service managers and four support workers.

At the time of our inspection, Rowan House was the Rotherham branch of Mencap and is registered to provide personal care. The service offers personal care in 19 supported living environments and to people living on their own in the community. The provider has since changed address and the title of their service but the service provided remains the same. The branch is now known as Royal Mencap Society - Rotherham Domiciliary Care Agency.

The inspection was announced. The service was last inspected on 17 December 2013 and was not in breach of any regulations at that time.

The service had a registered manager in post at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider.

We saw there were systems in place to protect people from the risk of harm. We observed staff that responded well to people and understood their individual needs.

We found that people were supported by sufficient numbers of qualified, skilled and experienced staff. Staff had a programme of training, supervision and appraisal known as ‘shape your future.’ Robust recruitment and selection procedures were in place and appropriate checks had been carried out prior to the staff starting work.

Suitable arrangements were in place to support people to maintain a healthy variety of food and drink. Staff were aware of nutritional issues and ensured these were met effectively.

People’s needs were assessed and care and support was planned and delivered in line with their individual care needs. Support plans contained a good level of information which explained how to meet the person’s needs. People told us that they had been involved in developing their support plan and felt they contributed on an on-going basis.

We observed staff supporting people who had developed good relationships and could recognise their needs. Staff were very respectful and ensured privacy and dignity was maintained.

The manager told us they were confident that all staff had a good understanding of the Mental Capacity Act 2005.

Everyone we spoke with said they felt comfortable to raise concerns and felt they would be resolved. We found the service learned from complaints and carried out a thorough investigation.

The provider had a system to monitor and assess the quality of service provision. This feedback gave the people chance to have their say and an opportunity for the provider to improve.

The service promoted a positive culture which was inclusive and empowering. People we spoke with told us staff and management were very nice and easy to talk to. They also told us they felt involved in their care and support.

People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines. We saw that support plans included a section for administering medicines.