We inspected this service on 14 August 2018. This inspection was announced. The Care Net is a domiciliary care agency (DCA) that started operating in summer 2017. The service provides personal care to mainly older people living in the community in Lechlade and surrounding areas. This was our first inspection since the service’s registration. At the time of our inspection 19 people received regulated support from the agency and an additional number of people received support with other tasks such as housekeeping or shopping.

At this inspection we found the service was Good in all five domains and Good overall.

There was a registered manager running the service. 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 told us they were safe with the staff. Staff knew how to report and escalate safeguarding concerns. There was sufficient staffing in place and the provider followed safe recruitment practices.

People were supported to take their medicines safely and as prescribed. People’s care files contained risk assessments surrounding falls, mobility, skin integrity and individual conditions such as diabetes. The provider had a system to record accidents and incidents and there was evidence that lessons were learnt where required to improve the service for people.

The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and report on what we find. 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. People’s rights to make own decision were respected.

Staff received training relevant to their roles and were well supported. Staff worked with a number of professionals to ensure people had access to health services as needed. People were supported to meet their nutritional needs and maintain good hydration.

People were supported by caring staff that were enthusiastic about their jobs. The team demonstrated a caring nature and staff told us they were led by example from the management. People’s privacy, dignity and confidentiality were respected. People were supported to be as independent as possible.

Staff ensured they used knowledge of people’s individual needs to provide personalised support that met people’s needs. People told us the service was flexible and responded well to request for any changes to the agreed support plan. People’s care plans were current, detailed and regularly reviewed with people’s input apparent.

People knew how to complain and people did not hesitate to ring the office with any ‘niggles’ which were promptly responded to. No people received end of life support at the time of our inspection.

There was a clear staffing structure and staff were aware of their roles and responsibilities. The registered manager ensured a number of regular audits were carried out and appropriate action was taken where an area for improvement had been identified. The team demonstrated an open and transparent approach and a positive culture focus on stable, slow growth of the service to ensure the quality of the service provided to people was maintained.