About the service:

Visiting Angels Care is a domiciliary care service which provides personal care to adults with a range of support needs, including dementia and physical disability, in their own homes. The Care Quality commission (CQC) only inspects the service being received by people provided with ‘personal care.’ Where they do we also take into account any wider social care provided. Visiting Angels Care was providing personal care to 20 people at the time of the inspection.

People’s experience of using this service:

People supported told us they felt safe with the staff that supported them.Staff had undertaken safeguarding training which was regularly refreshed. Staff understood their role and responsibility to keep people safe from harm.

People’s care records contained guidance for staff about how to support people safely and minimise risks to people.

Recruitment procedures were thorough and robust, with clear evidence of the pre-employment checks which had been carried out.

The service had systems in place to ensure people received their medicines as prescribed. Staff supported people to maintain their health by making appropriate referrals to community health professionals and acting on any advice they were given.

There were enough staff employed to ensure people received consistent and timely care. People told us staff arrived at their agreed times and did what was expected of them.

Staff were competent, knowledgeable and skilled. They received regular training, supervisions and appraisals which supported them to conduct their roles effectively.

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.

People were happy with the support they received from staff with meal preparation. Staff were aware of people's special dietary requirements and where necessary monitored food and fluid intake levels of people who were assessed to be at risk.

People supported spoke highly of the staff that provided support and the office team including the registered manager and the nominated individuals. People told us staff treated them with dignity and respect and were kind, caring and sympathetic to them.

People received personalised support. Staff had built positive relationships with the people they cared for and supported. Staff supported people to retain their independence and to remain involved in planning and reviewing their care. This helped to ensure care was provided in accordance with people’s preferences.

The provider had an effective complaints procedure in place. Information about how to complain was given to people when they started using the service. People and their relatives knew how to complain if they needed to.

Staff provided positive feedback about how the service was run. They told us they enjoyed their jobs; their morale was positive and that the staff team worked very well together.

The registered manager operated a governance system which included the completion of several audits. These were to ensure the service was operating within the policies and procedures set by the provider.

We recommend the service have a more thorough system in place to ensure all audits completed evidence the actions taken because of the findings and lessons learnt.

The provider had policies and procedures in place, but these needed reviewing to ensure they reflected current legislation and best practice guidance.

We recommend the policies and procedures are reviewed to reflect current legislation and best practice guidance.

Rating at last inspection:

This service was registered by CQC on 12 January 2018. This was the first inspection of the service.

Why we inspected:

This was a planned comprehensive inspection of the service. All new services are assessed to check they are likely to be safe, effective, caring, responsive and well-led.

Follow up:

We will continu