This inspection was carried out on 30 November 2016; telephone calls to people were made between 5 and 9 December 2016. The inspection was announced, and we gave the provider 48 hours’ notice to ensure there was a manager available to assist with the inspection process. The service was last inspected on 16 September 2013 and was compliant in all areas.

Valley Care Direct is a domiciliary care service providing care and support to people in their own homes. At the time of our inspection, 25 people were receiving care and support from the provider.

There was a registered manager at 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 felt safe and secure using the service. Systems and procedures were followed to ensure pre-employment checks were made on staff prior to them working at the service Staff understood how to protect people from potential harm and how to report any concerns.

New staff completed a period of shadowing and induction training prior to them supporting people with their care needs. The provider ensured staff received training relevant to their roles and responsibilities. Staff felt supported by members of the management team and other staff members.

People felt the staff treated them with dignity and respect. Staff were kind, caring and compassionate; people were supported to remain in their own home and when necessary, plans were in place to reduce unnecessary hospital admissions. People felt the staff understood their individual needs. People were involved in their care and decision-making. Staff understood the key principles of the Mental Capacity Act (2005).

People’s care plans contained information to assist staff to meet their needs. People were given information on what to do if they had any concerns or complaints. Staff felt confident if they had any concerns or complaints, the registered manager and management team would take them seriously and take action to find a resolution.

People’s individual care plans were reviewed to ensure they received the care and service they required. People felt listened to and said their individual needs were understood and met by staff. Staff supported people and relatives to make or request an appointment with a doctor or other health professional.

The management team strived to provide people with the support of staff at the time when they needed it. People were provided with information in advance, so they knew when and who to expect for their care visits.

Staff were aware of people’s needs and wishes and supported them in a personalised manner. When needed, staff assisted and supported people with their nutritional needs and meal preparation. Staff understood people’s individual needs; people were supported to remain independent and involved in their care.

The provider had processes in place for monitoring the quality of the service people received. There were clear arrangements for the day-to-day management and running of the service. The service was managed by a team who understood their roles and responsibilities in providing an effective service to people.

People were happy with the care and support they received from Valley Care Direct. One person told us, “They are extremely caring and efficient.” Another person and their relative we spoke with said, “You would find it hard to find better care.”

We saw that care was mostly planned and delivered in a way that met people’s individual needs. Care files were in place that described people’s needs. Risks were assessed and managed and people’s health needs were being included in their care plans. Some improvements were needed regarding care with people’s medication but we saw the manager was dealing with this.

We found that people’s consent was being obtained for their care and support at the service.

We found that staff were aware of how to help protect people from abuse and neglect including how to report and record any concerns.

We saw that feedback was sought about people’s care including regular questionnaires. We saw that measures were in place for monitoring the quality of the service to enable the manager to identify and manage risks.