The inspection took place on 15 and 16 January 2017 and was announced. This was to ensure people and staff we needed to speak to were available to speak with us.

This service is a domiciliary care agency. It provides personal care to people living in their own homes in the community. It provides a service to older people and younger adults with dementia, physical disabilities, mental health needs or learning disabilities or an autistic spectrum disorder. The service provides both a home care and support service and a live-in care service. This service was previously inspected in September 2016 and was rated as “Good.”

At the time of the inspection there were seven people using the service who received the regulated activity of personal care. Not everyone using SENAD Community Coventry receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided .

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.

People were extremely satisfied with the quality of the service they received. The registered manager provided clear leadership to the staff team and was valued by people, staff and the provider. There was a positive culture and the provider's value system placed people at the heart of the service. There was a whole team culture whose focus was on how could they do things better for people.

There was a strong focus on continually striving to improve. There were robust processes in place to seek people's views on the service and monitor the quality of the service. Information from customer surveys and the actions the provider took were shared openly and honestly with people. Feedback from people through surveys and complaints was used to continually drive service improvement.

The provider valued their staff and saw them as an asset to deliver high quality care to people. They appreciated that people wanted consistency in their care and that the way to achieve this was through staff retention. To achieve this they had identified a range of ways to retain their staff which enabled them to attract and retain good quality staff to deliver high quality care to people.

People and their relatives told us the service was safe. Staff had undergone relevant training and understood their role in relation to safeguarding people and the actions they should take to keep people safe from the risk of abuse.

People told us staff managed any risks to them well. There were robust processes in place to ensure risks to people were identified and managed whilst also promoting people's independence and their right to take risks. Staff understood how risks to people were managed and were observed to follow the written guidance provided. There were processes in place to protect people and the security of their home when they received support. People were supported by a consistent staff team who they knew and trusted.

The provider used their electronic systems to ensure only staff with the correct training and skills were rostered to provide people's care. People's support was monitored and office staff took immediate action to address any issues to ensure people's safety.

Robust recruitment checks had been completed to ensure staff were suitable to work with people who used the service.

People received their medicines from trained staff whose competency had been assessed to ensure they received their medicines safely.

Any feedback from healthcare professionals was provided to staff to ensure they had up to date guidance about people's healthcare