This inspection took place on 30 June 2016 and was announced.

SureCare Shropshire Limited is registered to provide personal care to people living in their own homes who are over the age of 18 years old. There were 112 people using the service on the day of our inspection.

A registered manager was in post and was present during our inspection. 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 kept safe in their own homes by staff who had been trained to recognise when they may be at risk of harm. Staff were confident in what they needed to do to report any concerns they may have about a person’s safety. People felt safe with the staff that supported them and were happy their property and personal possessions were kept secure. There were safe systems in place to manage people’s medicines and monitor risks associated with their care.

People were supported by staff who were familiar to them. Staff worked within the same localities to make sure people received a consistency to their care and support by having the same staff. Staff did not start working for the service until background checks had been completed to make sure they were suitable to support people in their own homes.

People had confidence in the skills and knowledge of the staff that supported them. Staff received training that was specific to people's needs and kept up to date with current best practice. Staff had the support of managers to make sure they could carry out their roles effectively and meet the needs of people they supported.

Staff asked for people’s consent before they supported them and gave them choices to enable them to make day-to-day decisions about their care. The registered manager and staff understood their responsibilities in ensuring people’s rights would be protected if they needed support with making decisions.

People had built good working relationships with the staff that supported them. People were happy with the care they received and the kind and caring approach of staff. Staff promoted people’s independence to enable them to remain in their own homes and respected their privacy and dignity.

People received care and support that was discussed and agreed with them. Staff respected their wishes and preferences and supported them how they wanted to be supported. When people’s needs changed staff reviewed and updated their care plans with them to make sure it was responding to these changes.

People and relatives were encouraged to give their opinions on the care and support they received. People were confident to raise any concerns or complaints with care and office staff and felt these would be listened to.

The service had a positive culture and staff worked for the benefit of the people who used it. The provider monitored the quality of care people received and made resources available to drive continuous improvements within the service. Staff understood and were supported in their roles and felt involved in the development of the service.

Surecare is a domiciliary care agency that provides personal care for people in their own homes in Shropshire. We talked with twelve people who used the service or their representatives and seven members of staff. People told us that they were happy with the service they received. One person told us that the care workers: "Are all wonderful, always polite and nice". A family member told us that they: "Could not believe how brilliant they were".

People told us that they were treated with dignity and respect. They told us that they never experienced any discrimination. The provider had systems in place to respond to and investigate allegations of abuse.

We found that the new care records held in people’s homes were clear and contained well completed care plans. We saw that the service user guide kept in the care plan folder provided up to date information for people about what they should expect from the service they received.

We saw that staff had good access to a wide variety of training relevant to their role. Staff told us they were supported to do additional training including National Vocational Qualification in Care. We saw that staff received regular supervision and an annual appraisal.

The views of people who used the service was sought through an annual satisfaction survey. Lessons learnt from complaints and incidents were shared with staff via staff meetings and direct communication.

We spoke with four people who used the service and one relative. We also spoke with the manager, and four members of staff.

People were very satisfied with the care and support they received from Surecare. They were involved and consulted with the way that care and support was given and reviewed. People were supported to retain their independence as much as possible. Staff and the service were described as, "Very, very good", "Always courteous and friendly" and, "Very helpful".

People were very clear that their consent was sought by the service in relation to how care was provided.

Care plans contained clear guidance for staff on people's needs and how these should be met. This was done in a way that reflected people's individuality and preferences.

Systems were in place to make sure that checks were made when new staff started working at the service to make sure that they were suitable. Staff felt very well supported by the management team. Staff were described as, "Very kind", and "Wonderful".

The service supplied people with information about how to raise any concerns and complaints.

Appropriate equipment was provided and serviced by healthcare professionals. Staff were trained so that they could use it safely.

We carried out this review to check on the care and welfare of people who used this service.

We did not review every outcome for this provider. We were proportionate in our approach and focused on outcome one, four, seven, 14 and 16.

We contacted five people who used the service, five staff and visited the manager at the agency.

There were many positive comments and overall people were pleased with the care and support they received. Many comments were made about staff being kind and caring, helpful and friendly. One person said “They go over and above their duty”.

People who used the service said they received information before they agreed to the service. They said they had their needs assessed and were monitored closely by the staff involved with their care.

People said they were treated as individuals and any change to their care was communicated to the care workers speedily which ensured consistent quality care. People said the agency often asked them their views about the service and were keen to rectify any problems.