The inspection was announced and was carried out on 09 January 2017.

Surrey SCP is a domiciliary care agency registered to provide personal care to adults living with physical disabilities or cognitive difficulties in their own homes. Services provided include personal care, respite care, night sitting, live-in, domestic help, shopping, preparation of light meals and companionship on outings and appointments. One hundred and twenty people received care from the agency at the time of our inspection.

There was a registered manager in post who had registered with the Care Quality Commission to manage the service in November 2016. Like registered providers, registered managers 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.

Staff were trained in how to protect people from abuse and harm. They knew how to recognise signs of abuse and how to report any concerns.

Risk assessments were centred on the needs of each individual. They included clear measures to reduce identified risks and guidance for staff to follow to make sure people were protected from harm. Accidents and incidents were recorded and monitored to identify how risks of recurrence could be reduced.

There were enough qualified, skilled and experienced staff to meet people's needs. Staffing levels were calculated according to people’s changing needs and travel time was taken into account to reduce lateness of visiting calls. The registered manager followed safe recruitment practices.

Staff were trained in the safe administration of medicines. Records relevant to the administration of medicines were monitored to ensure they were accurately kept and medicines were administered safely to people according to their needs.

Staff knew each person well and understood how to meet their support needs. People told us, “They [care workers] know my father well and understand what he needs and how to talk with him.” Each person’s needs and personal preferences had been assessed before care and support were provided, and these were continually reviewed. This ensured that the staff could provide care in a way that met people’s particular needs and wishes.

Staff had completed the training they needed to care for people in a safe way. They had the opportunity to receive further training specific to the needs of the people they supported, such as in dementia care, catheter care and end of life care. All members of care staff received regular one to one supervision sessions and were scheduled for an annual appraisal.

All care staff and management were trained in the principles of the Mental Capacity Act 2005 (MCA) and were knowledgeable about the requirements of the legislation.

Staff sought and obtained people’s consent before they provided care. When people declined, their wishes were respected and people’s refusals were recorded and monitored. Staff supported people with their meals and knew about people’s dietary preferences and restrictions.

Relatives told us that staff communicated effectively with their loved ones, responded to their needs promptly and treated them with kindness and respect. Satisfaction surveys and feedback indicated people were very satisfied with how care and support were delivered.

Clear information about the service, the management, the facilities, and how to complain was provided to people. Information was available in a format that met people’s needs when they had visual impairment.

People’s privacy was respected and people were assisted with their personal care needs in a way that respected their dignity.

People were referred to health care professionals when needed and in a timely way. Personal records included people’s individual plans of care, likes and dislikes and interests. The staff promoted people’s independence and encouraged them to do as much as possible for themselves in order to