This inspection took place on 11 January 2017 and was announced. We gave the provider 48 hours’ notice that we would be visiting the service. This was because the service provides domiciliary care and we wanted to make sure staff would be available. This was Sustain UK first inspection since it was registered.

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.

Sustain UK is a domiciliary care agency registered to provide personal care to people living in their own homes. At the time of our inspection Sustain UK provided care and support to eight people. Two people were living in the community and the rest in supported living accommodation. Support is provided to people who may have a physical disabilities, learning disability or mental health needs. The service supports people who require support with personal care needs at specific times of the day.

People felt safe. Staff had received training and understood the different types of abuse and knew what action they would take if they thought a person was at risk of harm. The provider had processes and systems in place that kept people safe and protected them from the risk of harm.

People were supported with their medication by staff that had received appropriate training. People had been involved in the planning of their care and received support in line with their care plan.

People were supported to make choices and were involved in the care and support they received. The provider took actions to ensure people’s legal rights were protected.

Staff were trained and supported so that they had the knowledge and skills to enable them to care people for in a way that met their [people’s] individual needs and preferences. Where appropriate people were supported to access health and social care professionals.

Staff was caring and treated people with dignity and respect. People’s choices and independence was respected and promoted and staff responded to people’s support needs.

People, relatives and staff felt they could speak with the provider about their worries or concerns and felt they would be listened to and were confident changes would be actioned if needed

The provider had quality assurance and audit systems in place to monitor the care and support people received to ensure the service remained consistent and effective.