This inspection took place on 22 February 2018 and was announced. The provider was given short notice of our intention to inspect the service. This is in line with our current methodology for inspecting domiciliary care agencies to make sure the registered manager would be available. This was the first inspection of the service since re-registration with the Care Quality Commission (CQC).

Trustcare is a mobile response service delivered on behalf of Bradford Metropolitan District Council. Trustcare offers a 24 hour, 7 days a week, 365 days a year monitoring and emergency response service to elderly and vulnerable customers; enabling them to live independently and securely in their own homes. In the event of an emergency call raised from a person’s home a mobile response team is sent to provide immediate assistance. Trustcare vehicles are equipped with specialist falls equipment to assist customers who have fallen if they are not injured.

The service had a registered manager. A registered manager is a person who has registered with the CQC 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 and relatives spoke highly of the personalised service provided by the Trustcare team of care staff. They said staff arrived on time and stayed the full length of the call. They described staff as wonderful, brilliant, caring and gentle. They said staff were patient and didn't rush, giving them time to do things at their own pace. People's privacy and dignity was respected.

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.

The staff look at the care records completed by other care providers and don’t visit people on a regular basis. Risk assessments showed any identified risks had been assessed.

People we spoke with raised no concerns but knew the processes to follow if they had any complaints and were confident these would be dealt with.

Staff told us the induction and shadowing process was thorough and prepared them for their roles. We saw staff received the training and support they required to meet people's needs. Staff had a good understanding of safeguarding.

People, relatives and staff praised the service. They told us communication was good. We saw systems were in place to monitor the quality of service delivery

People, relatives and staff all said they would recommend the service to other people.