This was the first comprehensive inspection of this service with the Care Quality Commission (CQC). This inspection took place on 31 January 2018. We also made telephone calls to people who used the service, their relatives and staff to obtain their views. These calls took place on the 12, 13 and 14 of February 2018.

Sugarman Health and Wellbeing - Watford is a domiciliary care agency. It provides personal care to people living in their own homes in the community and in specialist housing. At the time of our inspection there were 26 people using the service. People who used the service received 12 hour support from staff and some people had staff live at their homes.

The service had two registered managers at the time of the inspection, this will change when one leaves to become an area manager for the organisation. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 provider had policies in place to monitor any concerns and complaints raised by people who used the service or their relatives. The manager investigated and responded to complaints. However not everyone felt the communication was good. Some people felt that although they had raised issues about their support, that this did not change.

There was enough staff available to meet people’s needs. People and their relatives told us that the care and support provided by Sugarman Health and Wellbeing – Watford was appropriate to meet people's preferred preferences.

Staff helped and supported people to take their medicines safely. Staff received training in safe administration of medicines and knew how to make sure people received their medicines safely.

People felt safe using the service. Staff demonstrated they had a good understanding of abuse and were able to escalate concerns when required. The provider had safe recruitment practices in place.

Staff received training to enable them to carry out their role effectively and safely.

Staff sought people's consent to care. People received support to access healthcare appointments if needed.

People and their relatives told us they were satisfied with the staff that provided their care. Staff members took the time to have a chat and support people with their needs.

People were fully involved in making decisions about their own care. People felt staff treated them with dignity and respect.

People and their relatives told us they had been involved in developing people's care plans and felt that staff listened to them.

The manager demonstrated a good knowledge of the staff they employed and people who used the service. Staff understood their roles and responsibilities.