This inspection took place on 13 July 2018 and 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 older adults. There were five people receiving personal care when we inspected.

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 and associated Regulations about how the service is run.

People received safe care from care staff that protected them from the risk of potential abuse. People were supported to remain safe and had their individual risks recorded and reviewed. The plans in place showed staff how to manage people’s identified risks and prevent risk of harm or injury. People who had support with their medicines had them administered when needed, from care staff who were trained and competent to do so.

Staff received training and talked with us about their knowledge and their roles and responsibilities. Their skills, knowledge and experience supported people with their care and support needs. People 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 told us they arranged their own healthcare appointments and that care staff were helpful in providing reminders of appointments.

People received care from staff they knew and were consistent in their approach to care. People were able to direct staff about the specific care on each call. People’s dignity had been supported and staff were respectful of people’s human rights. People’s views and decisions were recorded in their care plans, which had been regularly reviewed and changed when needed. People had the information in their home about how to make a complaint should they wish to do so.

People received regular contact from the management team to ask about the standard of care and they were always able to talk with them about any concerns if needed. Staff spoke with the registered manager who was also the provider to give feedback on the service. The registered manager told us they kept their knowledge current and provided staff with input and direction about the levels of care they expected with regular meetings and supervisions. The management team monitored the quality of the care that people received, that included reviewing records and observing staff practices.