This inspection took place on 30 August 2018 was announced. This was the first comprehensive inspection of The Care Group (Malvern) Limited since their registration with the Care Quality Commission.

This service is a domiciliary care agency. It provides personal care to people living in their own houses in the community. It provides a service to older adults and younger adults. The service was providing care to nine people in receipt of personal care at the time of our inspection.

Not everyone using The Care Group (Malvern) Limited receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

A registered manager was not in post at the time of our inspection. However, the operations coordinator had made an application to become the registered manager. 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 received safe care as they were supported by staff who knew how to protect them from harm. Staff were aware of people's individual risks and plans were in place to minimise these while promoting the person's independence. People who had support with their medicines had them administered when needed, with and by staff who were trained and competent to do so. People told us there were enough staff to support them and staff arrived on time for pre-arranged care calls.

Staff were supported in their roles by receiving an induction and ongoing training to ensure their skills and knowledge reflected the needs of people they cared for. Staff had opportunities to reflect on and improve their practice for the benefit of providing care and support to effectively meet people’s needs. Staff recognised how their training had provided the knowledge of how to reduce risks of infections spreading.

Where people needed support with their meals and drinks this was provided. People were supported to access healthcare as required, with staff helping with telephone calls if needed.

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. This included involving people in decisions about their day to day care. People were consulted about the type and amount of care they received and their needs and wishes were understood and followed by staff.

People were supported by consistent staff who were caring and respected their privacy, dignity and independence. Staff helped people to be involved in their care and people’s choices about their care were listened to and acted upon.

People’s care records were personalised and contained information about people’s preferred daily routines. People who used the service and their relatives were involved in the planning and reviewing of their care so any changes could be responded to.

People in receipt of care had regular opportunities to feedback about the service. All people we spoke with were happy to raise concerns with staff and were confident action would be taken as a result.

The management and staff team shared common values about the aims and objectives of the services they provided. Staff were supported to carry out their roles and responsibilities effectively, so people received care and support in-line with their needs and wishes to continue to live in their own homes.

The management team’s quality checking arrangements were continuing to be developed and included regular checks of people’s care plans and staff’s practice. When issues were identified action was taken to continually improve, devel