This inspection took place inspection on 29 June 2018 and the 3 and 12 July 2018. The inspection was announced.

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 people living within the St Helens area. At the time of this inspection 80 people were using the service. Seven of these people were in receipt of support from a specific staff team of staff who provided one to one support for long periods through the day and night.

Not everyone using the service received 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.

A registered manager was in post. 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 at this service.

People were supported to have choice in their lives and staff supported them in the least restrictive way possible; the policies and systems at the service supported this practice. We saw that policies and guidance were available to staff in relation to the Mental Capacity Act.

People told us that the staff were caring, supportive and respectful. Staff received regular support and training to keep up to date with best practice.

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People felt safe using the service. Policies and procedures were in place in relation to safeguarding people from abuse. People’s care planning documents considered risks to people and plans were in place to minimise these risks.

Safe recruitment practices helped ensure that only people suitable to work with vulnerable people were employed by the service.

People had access to and were aware of the services complaints procedure. A system was in place to manage and monitor complaints about the service.

People told us that staff asked them if they were ok and happy with the service. In addition, reviews took place to help ensure that people received the care and support they required.

Information was made accessible to people by documents being produced in different formats which included the use of different font sizes and pictures.

People were supported with their eating and drinking needs when needed. Specific guidance was available to staff in relation to people’s dietary needs.

Where required, people were supported by staff to monitor their specific health conditions.

People told us their privacy and dignity was protected and promoted. Confidential information was stored appropriately to maintain people’s privacy.

Accidents and incidents were recorded and reviewed by the registered manager to evidence any trends or patterns that may occur.

Systems and audits were in place to regularly check that people were receiving the care and support they required.

Policies and procedures were in place to offer guidance and direction in best practice to staff delivering the service.

Systems were in place to ensure that people received their medicines safely.