This comprehensive inspection took place on 11 July 2018 and was announced. The provider was given short notice of our inspection in line with our current methodology for inspecting domiciliary care services. At the time of our inspection there were two people using the service. The provider registered with the Care Quality Commission (CQC) in April 2017. This was their first inspection.

Visto Help Hands Care Limited provides domiciliary care to people living in their own homes. The registered provider has an office which is situated in the Kendra area of Barnsley.

At the time of our inspection 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.

The registered provider had a policy in place to safeguard people from the risk of abuse.

There was an accident and incident process in place but so far, no accidents had occurred.

People were supported to receive their medicines as prescribed, however some records were not always accurately completed.

Risks associated with people’s care had not always been identified and plans to minimise risks had not always been put in place.

The registered provider had a safe recruitment system to ensure suitable staff were selected to support vulnerable people.

The registered provider had policies and procedures in place to ensure there were no discrimination and to ensure the protected characteristics of the Equality Act were considered when making support decisions.

It was not clear what training staff had attended to give them the knowledge to carry out their role. Staff support networks such as supervision, appraisals and team meetings needed to be developed.

Where people required support to eat and drink this was offered. People received support from health care professionals as required.

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’s likes and dislikes were included as part of their care records and staff we spoke with knew people well.

Care records we saw needed developing to ensure they encompassed people’s assessed needs.

The registered provider had a complaints procedure which was included in the service user guide given to people when they started to use the service. No complaints had been received at the time of our inspection.

The service had only been operating for a short time and it was difficult to assess whether systems in place would be suitable to assess the service and identify concerns. No checks on the quality of the service had been completed to ensure service improvements and best practice. The provider had a questionnaire which was going to be used to capture people’s comments about the service. These had not been completed at the time of our inspection.

We found a breach of regulation 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (good governance). You can see what action we told the provider to take at the back of the full version of the report.

Further information is in the detailed findings below.