Staffcall UK Ltd is a domiciliary care agency located in Hessle in the East Riding of Yorkshire and is situated eight miles from the city of Hull. Limited parking is available on the road outside the main office. At the time of our inspection the registered provider was providing care and support to 8 people.

This inspection took place on 09 May and the 16 May 2017. The inspection visit was announced 48 hours in advance in accordance with the Care Quality Commission’s current procedures for inspecting domiciliary care services. The provider registered the service at the current address on 13 May 2016 and this was their first comprehensive inspection.

There was a registered manager 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.

The registered provider had developed and trained care workers to recognise signs of abuse and harm to people. They understood and used associated policies and procedures and discussed when they were required to follow local safeguarding protocols to escalate concerns to help keep people safe from harm and abuse.

The registered provider had a robust recruitment process. Checks were completed that helped the registered provider to make safer recruiting decisions and minimise the risk of unsuitable people working with vulnerable adults.

There were sufficient skilled and qualified care workers to meet people’s individual needs and preferences. People received their care and support from regular care workers that ensured continuity and consistency.

Where people had been assessed as requiring assistance with their medicines, these were administered safely in line with their prescription. Systems and processes were in place to record the administration of medicines and we found these records were complete and up to date.

The registered provider had systems and processes to record and learn from accidents and incidents. Associated documented outcomes, and resulting actions implemented as a result of investigations, helped prevent re-occurrence.

Care workers were supported in their role and development. Care workers received documented supervision and annual appraisals. Care workers shadowed experienced staff until competent in their role. Spot checks and observations were completed that ensured care workers remained competent in applying the skills they had learnt in theory to their practice.

Care workers had received training and understood the requirements of The Mental Capacity Act 2005 (MCA). We checked and found the service was working within the principles of the MCA. Staff confirmed people were assumed to have capacity unless assessed as otherwise and were supported to make decisions. At the time of our inspection no one receiving a service had any restrictions in place.

People were supported to eat and drink healthily. Any specific dietary needs were recorded in their care plan and care workers confirmed they requested support from other health professionals where it was required.

Care workers understood the importance of respecting people’s privacy and dignity. We saw care workers were polite and sensitive to people’s needs and always sought confirmation and agreement from the person to everything they were doing.

Care plans recorded people’s preferences and any diverse needs. We saw any religious or cultural needs were recorded where the person had provided this information

People were promoted to live as independently as possible. Care plans included areas of care and support people required help with and this information was sufficient to guide care workers in meeting people’s individual needs.

The registered provider involved people in their care planning and reviews and only considered ac