Visionhealthcare Limited 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.

On the day of our comprehensive announced inspection on 14 November 2018, there was one person using the service. We gave 24 hours’ notice of this inspection to make sure that the person who used the service and staff would be available to speak to us. This was the first inspection of the service.

The service had a registered manager. 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.

Care plans and risk assessments had been written from an assessment of the person’s needs. The staff were aware of the contents of the care plans so that they understood the person’s needs and how to support them to meet their desired goal.

There were systems in place designed to reduce the risks of abuse and avoidable harm. The staff had received training in the safeguarding of people. The staff did not support people with their medicines but would receive training to do so once the service developed and medicine administration was necessary. The service had sufficient members of staff to cover the rota and the systems to recruit staff safely were robust. The staff had received training in infection control.

Staff were trained and supported to meet the person’s needs. Although staff had not received training in the Mental Capacity Act 2005, they did have knowledge of this subject and the registered manager was arranging staff training in this subject. The person’s nutritional needs were assessed and met. The person was supported to have maximum choice and control of their life and staff supported them in the least restrictive way possible.

The person who used the service shared positive relationships with the staff. Their privacy, independence and dignity was respected. People were listened to in relation to their choices, and they and their relatives, where appropriate, were involved in their care planning and the review of the care provided.

The person received a responsive service. There were systems in place to assess, plan and meet their individual needs and preferences. There was a complaints procedure in place.

The director told us the aim of the service was to deliver quality care. This required the care plans of the individuals using the service to be person-centred and for the staff to understand those principles. The service provided was assessed and monitored by the senior staff to provide people with a service of which they were satisfied.