This comprehensive inspection took place on 12 and 21 June 2018 and was announced.

The service has not previously been inspected since the registered office moved to it’s new location.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. At the time of the inspection there were 37 people using the service, 26 of whom received the regulated activity personal care.

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.

People received a service that was safe. Risk management plans were in place, reviewed regularly and gave staff clear guidance on how to keep people safe. Staff knew how to identify, report, escalate and record suspected abuse.

People’s medicines were managed safely. People confirmed they received their medicines as intended by the prescribing pharmacist. Issues identified during the inspection in relation to the recording of medicines, was addressed promptly.

People received care and support from sufficient numbers of staff to meet their needs. Staff received on-going training to enhance their skills and knowledge. Staff continued to reflect on their working practices through regular supervisions.

The service had robust systems in place to manage the risk of cross contamination. Staff received personal protective equipment to ensure they adhered to the provider’s infection control policy.

The service had policies and procedures in place in relation to the Mental Capacity Act 2005 and staff had received training in the Mental Capacity Act and the importance of gaining consent.

People received support and guidance where agreed in their care package, with food preparation. People confirmed they were happy with the support they received and staff members always ensured food and drink was available to them and within reach.

People confirmed they received care from staff that demonstrated compassion, empathy, kindness and treated them with respect. Staff were aware of their responsibility in delivering care that met people’s emotional well-being.

The service continually monitored people’s dependency levels to ensure the care provided was in line with their needs. People were encouraged to be independent wherever possible, where changes were identified, this was shared with all staff members to ensure the care provided was adapted accordingly.

Staff were aware of the importance of maintaining people’s confidentiality. Records were stored securely with only those with authorisation having access to them.

The service maintained care plans that detailed people’s care needs and gave staff guidance on how to meet their needs in line with their preferences. People were consulted on their care plans which were reviewed regularly to reflect people’s changing needs.

People were aware of how to raise a complaint, staff were also aware on how to respond, document and report complaints. The service had a complaints policy in place that encouraged positive outcomes in a timely manner.

Where agreed in people’s care packages, people were supported to access the community and engage in meaningful activities.

People’s end of life care plans were not always completed, however on the second day of inspection the provider had taken reasonable steps to ensure these were completed and regularly reviewed to reflect people’s wishes at the end of their lives.

The provider carried out regular audits of the service to analyse and drive improvements. Where issues were identified the service acted to minimise the impact on people.

Staff demonstrated the values of the service.

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