This inspection took place on 07 and 08 September 2017 and was announced. Sevacare – Sutton Coldfield provides personal care to people in their own homes. At the time of the inspection the service was providing the regulatory activity of personal care to 120 people living in their own homes.

At the last inspection in August 2016 we found the provider had not kept us informed of changes to the management of the service. This was a breach of Regulation 15 of the Care Quality Commission (Registration) Regulations 2009. At this inspection we found the provider was no longer in breach of the regulations.

There was a registered manager in post at the time of the inspection. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 told us they felt safe. Staff knew how to identify any signs of possible abuse and knew how to report any concerns. People were supported by staff to manage risks to protect them from avoidable harm. People received support from a reliable, consistent staff team. People were protected from the risk of being supported by unsuitable staff by safe recruitment practices. People received their medicines as prescribed and there were systems in place to monitor the safe administration of medicines.

People told us staff had the skills and knowledge required to meet their care and support needs. Staff received training relevant to their role and were supported by experienced staff to develop their knowledge. People were asked for their consent before staff provided care and were given time to make their own decisions. Staff were aware of people’s dietary and nutritional needs which meant people were offered food that they enjoyed and which benefited their health. People were supported to access healthcare services when required and staff were aware of people’s health needs.

People told us staff were friendly and kind. People made their own decisions about daily life with support from staff when required. People received care which respected their privacy and staff supported people to maintain their independence. Where people required support at the end of their lives, their choices and preferences about how and where to receive support were respected.

People and relatives were involved in the assessment, planning and review of their care. Staff were aware of people’s individual needs and preferences and responded to changes in people’s needs. People knew who to contact if they were unhappy about the care and support they received and there was a system in place to monitor and respond to complaints.

People and their relatives told us they were happy with the service provided. People, relatives and staff were all given opportunities to give feedback about the service. Staff expressed positive views about the registered manager and senior staff and told us someone was always available to respond to any queries or concerns. Staff told us they felt supported by the registered manager which helped them provide a good standard of care. There were systems in place to monitor the quality of care people received and these were used to identify any shortfalls in the care people received and drive improvement where necessary.

This inspection took place on 21July 2016 and was announced. The provider was given 24 hours’ notice because the location provides a domiciliary care service; we needed to be sure that someone would be in.

Sevacare Sutton Coldfield provides personal care and support to up to two hundred people living in their own homes. At the time of our inspection there were 152 people using the service.

There was 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. 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.

This was the first inspection of this location since it was registered on 29 January 2014.

People received a good quality service. There were processes in place to monitor the quality of the service. People were asked to comment on the quality of service they received and the information was used to improve the service. However, the provider did not always keep us informed of changes to the management of the service.

People received a safe service because the provider had procedures in place to ensure that people received a service that was safe. Staff were trained and followed the procedures to ensure the risk of harm to people was reduced. The risk of harm to people receiving a service was assessed and managed appropriately; this ensured that people received care and support in a safe way. Where people received support from staff with taking prescribed medicines, this was done in a way that ensured the risk to people was minimised.

People received care and support from staff that were trained to be effective in their role. People’s rights were protected and they had choices in their daily lives. People were supported to maintain their diet and health. People’s privacy, dignity independence and individuality was respected and promoted by staff.

People received care from staff that were suitably recruited, supported and in sufficient numbers to ensure people’s needs were met.

People were able to raise their concerns or complaints and processes were in place to ensure complaints were investigated and responded to, so people could be confident they would be listened to and their concerns taken seriously.

You can see what action we told the provider to take at the back of the full version of the report.