What life is like for people using this service:

Medication was safely stored and administered and medication administration records (MARs) were properly maintained. People told us they received all their prescribed medication at the right time.

Risks people faced were identified and measures were put in place to reduce the likelihood of harm occurring.

People were protected from abuse and the risk of abuse. Staff knew the different types of abuse and how to recognise and report any concerns they had.

People were kept safe by the right amount of suitable staff. The process for recruiting new staff was safe and thorough.

People commented that in the past they had experienced late visits. However, they told us that this had improved. They told us that staff arrived on time and stayed with them for the full duration of their planned visit.

Care plans clearly identified people’s needs, how they were to be met and what the expected outcome was for the person. People told us they received the right care and support which was outlined in their care plan.

People received care and support from staff who received training and supervision for their role.

People's right to make their own decisions was respected and staff obtained their consent prior to the delivery of any care and support.

People were treated with dignity and respect and their privacy was promoted. Positive relationships had been formed between people who used the service and staff. People commented that staff often went over and above what was expected of them.

People's needs were assessed and a care plan was developed instructing staff on how best to meet people’s needs. People were fully involved in the development of their care plan and ongoing reviews of them.

People were provided with information about how to complain and they were confident about complaining should they need to.

Managers worked in partnership with other stakeholders to mitigate risks and make improvements to the quality and safety of the service.

Lessons were learnt from mistakes and the registered manager and registered provider made a commitment to maintain improvements and further develop the service.

Systems for assessing and monitoring the quality and safety of the service were strengthened following feedback from others. The systems were effective in identifying and making improvements to the service people received.

People, family members and staff were invited to share their views about the service and how it was run.

More information is in Detailed Findings below

Rating at last inspection: Good (report published 16 June 2015)

About the service: Victoria Community Care is a domiciliary care service that provides personal care to people living in their own home. At the time of the inspection 127 people were using the service.

Why we inspected: This was a planned inspection based on the rating at the last inspection. The service remained rated Good overall.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

During our visit we spoke with six staff. We also spoke by telephone with relatives and people who used the service.

People who used the service and their relatives or representatives told us that care and support needs had been agreed with them before the care started. We were told copies of care records were available in people’s homes and people who used the service confirmed this. The care records we looked at contained care plans that were personalised and included people’s preferences.

People’s health, safety and welfare was protected when more than one provider was involved in their care and treatment, or when they moved between different services. This was because the provider worked in co-operation with others.

People told us care staff were able to do everything they needed within the allocated time. They also said staff took their time and did not rush.

People were cared for, or supported by, suitably qualified, skilled and experienced staff and there was an effective complaints system available. Comments and complaints people made were responded to appropriately.

People who used the service and their relatives told us they were happy with the service provided and the standard of support and care they received. Some comments made were:

"They are lovely".

"They are all good, they have been well taught".

"I coudn't fault anything".

"She looks forward to them coming".

This was an announced inspection, carried out on 17, 21 & 24 April 2015.

Victoria Community Care is a domiciliary care agency which provides support and care for people in their own homes. The agency is based in Prescot and provides support and care throughout Knowsley and surrounding areas.

The service has had a manager registered with CQC since October 2010. 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.

The last inspection of Victoria Community Care was carried out in February 2014 and we found that the service was meeting all the regulations that were assessed.

People told us they liked the staff and that they felt safe during the time they received a service. Family members had no concerns about their relative’s safety and the way their relative was treated. Staff knew what their responsibilities were for responding to any concerns they had about a person’s safety, including allegations of abuse. Training provided to staff and information made available to them helped to ensure people were safeguarded from abuse and avoidable harm.

An assessment of people’s needs was carried out prior to people using the service and appropriate care plans where developed to meet people’s needs. Care plans detailed people’s preferences with regards to how they wished their care and support to be provided. Care plans were regularly reviewed with the involvement of the person the care plans were for and other significant people such as family members and relevant health and social care professionals.

Processes for recruiting staff were safe and thorough to ensure staff were suitable for their role. People’s needs were understood and met by the right amount of skilled and experienced staff.

Staff ensured that people received the care and support they needed and were confident about what to do if they became aware of any concerns about a person’s health or wellbeing. Medication was managed safely and people received their medication at the right times.

The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act (MCA) 2005 Deprivation of Liberty Safeguards (DoLS) and to report on what we find. Policies and procedures were in place to guide staff in relation to the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS). The registered manager understood what their responsibilities were for ensuring decisions were made in people’s best interests.

Staff received an appropriate level of support and training relevant to the work they carried out and meeting the needs of people who used the service. People told us they liked the staff and family members told us they were confident that their relative had received the right care and support. People trusted staff and described them as caring, kind, respectful and polite.

People who used the service and their family members described the registered manager and registered provider as being approachable and supportive. The quality of the service was regularly checked and people’s views about the service was obtained and acted upon.