This was an announced inspection carried out on 14, 21 and 22 February 2019.

We gave the provider 24 hours' notice to ensure someone would be available at the office.

This was the first rated inspection of Solution2care Services since it was registered in 2017.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to children and older adults. At the time of inspection 24 children and five adults were using the service.

A registered manager was in place. 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 protected as staff had received training about safeguarding and knew how to respond to any allegation of abuse. There were other opportunities for staff to receive training to meet people’s care needs. A system was in place for staff to receive supervision and appraisal and there were appropriate recruitment processes being used when staff were employed.

People, relatives and staff told us they felt safe with the service. They trusted the workers who supported them. They thought there were enough staff to provide safe care to people. However, not all people said they received a reliable and consistent service. We have made a recommendation that best practice guidelines are followed when planning staff rosters.

Risk assessments were in place and they identified risks to the person as well as ways for staff to minimise or appropriately manage those risks. Care plans were in place that provide some guidance about how people wished to be supported. Staff knew the needs of the people they supported to provide individual care. Care was provided with kindness and people’s dignity was respected.

People were involved in decisions about their care. They were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible, the policies and systems in the service supported this practice.

People were supported to access health care professionals, if needed, to make sure they received appropriate care and treatment. Staff followed advice given by professionals to make sure people received the care they needed. People had food and drink to meet their needs.

Care was provided with kindness and people’s privacy and dignity were respected. Communication was effective to ensure staff and relatives were kept up-to-date about any changes in people’s care and support needs and the running of the service.

A complaints procedure was available. People told us they would feel confident to speak to the registered manager and staff if they needed to.

A range of systems were in place to monitor and review the quality and effectiveness of the service. However, they needed to be more robust to ensure people received a reliable and consistent service. People had the opportunity to give their views about the service. There was regular consultation with people and their views were used to improve the service.