About the service: Shalom Home Care Limited is a domiciliary care agency. It provides the regulated activity of personal care to older people, people with learning disabilities, and physical disabilities, living in the community in their own houses and flats.

At the time of the inspection, 35 people received personal care from Shalom Home Care Limited.

People’s experience of using this service:

People did not always receive safe care. At our last inspection in October 2016, we found inconsistencies with medicines policy and procedures. At this inspection, we found there were still problems in this area. Staff were administering medicines without recording the information accurately.

Audits used were not always effective. Medication administration records were not properly checked, and mistakes were not always found and acted upon.

Care plans did not always reflect people likes dislikes and preferences.

Risk assessments were in place to manage risks within people’s lives.

Staff recruitment procedures ensured that appropriate pre-employment checks were carried out.

People told us that staff arrived mostly on time, and they received the support they required.

Staff were trained to support people effectively.

Staff were supervised and felt confident in their roles.

When required, people were supported by staff to prepare food.

When required, people had support with healthcare arrangements.

People's consent was gained before any care was provided, and they were supported to have maximum choice and control of their lives.

Staff treated people with kindness, dignity and respect and spent time getting to know them.

People were supported in the least restrictive way possible.

People and their family were involved in their own care planning as much as was possible.

A complaints system was in place and was used effectively.

The manager was open and honest, and worked in partnership with outside agencies to improve people’s support when required

The service had a registered manager in place, and staff felt well supported by them.

Rating at last inspection: GOOD published November 2016.

Why we inspected: This was a planned comprehensive inspection based on the previous rating.

Enforcement Action we told provider to take (refer to end of full report)

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Shalom Home Care is a domiciliary care agency which provides personal care and support to people in their own homes. At the time of our visit the agency supported 31 people.

The provider was also the 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 and their relatives told us they felt safe using the service. Staff were trained to safeguard people from abuse and knew the safeguarding policy and procedures. Risks related to people's care were identified and plans put in place to minimise such risks. People received their medicines as planned but the provider's medicine policy and procedure did not reflect staff practice.

The registered manager and care workers understood the principles of the Mental Capacity Act 2005 (MCA), and supported people in line with these principles.

People were supported by care workers they were familiar with, who arrived on time and stayed the agreed length of time. There were enough suitably trained staff to deliver effective care to people. People told us staff were kind and caring and had the right skills and experience to provide the care and support they required.

Care and support plans contained relevant information for staff to help them provide the personalised care people required.

People were able to share their views and opinions about the quality of the service they received. People knew how to complain and information about making a complaint was available. Staff were confident they could raise any concerns or issues with the manager, knowing they would be listened to and acted on.

The registered manager was dedicated to providing quality care to people. Staff and people who used the service found them open, approachable, and responsive.