This announced inspection took place on 01 December 2016 with phone calls made to people using the service and their relatives on 02 December 2016. The provider had 48 hours notice that an inspection would take place so we could ensure staff would be available to answer any questions we had and provide the information that we needed. This was the first time that the service had been inspected since it was registered on 07 September 2015.

Sandwell Care Services are registered to deliver personal care to people within their own homes. They provide support to younger and older adults, people with learning disabilities, mental health conditions or dementia and people with physical disabilities. At the time of our inspection 29 people were accessing 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 2008 and associated Regulations about how the service is run.

Staff supported people in a way that made them feel safe. Staff understood the procedures they should follow if they witnessed or suspected that a person was being abused or harmed. Criminal records checks were undertaken before staff were able to begin their role. People were supported to take their medication at the appropriate times.

Staff had the skills and knowledge required to support people effectively. Staff received a detailed induction prior to them working for the service and they felt prepared to do their job. Staff could access on-going training and regular supervision to assist them in their role. Staff knew how to support people in line with the Mental Capacity Act and gained their consent before assisting or supporting them. Staff assisted people to access food and drink.

People were involved in making their own decisions about their care and their own specific needs. People felt listened to, had the information they needed and were consulted about their care. Staff provided dignity and respect to people. People were encouraged to retain a high level of independence with staff there ready to support them if they needed help.

People’s preferences for how they wished to receive support were known and always considered by the staff. Staff understood people’s needs and provided specific care that met their preferences. People knew how to raise complaints or concerns and felt that they would be listened to and the appropriate action would be taken.

People were happy with the service they received and felt the service was led in an appropriate way. Staff were well supported in their roles. Staff felt that their views or opinions were listened to. Quality assurance audits were not always carried out comprehensively, however clear plans were in place to improve upon this.