This inspection took place between 7 November 2017 and 13 November 2017. The information in this report relates to the service provided from 19b Twatling Road. The provider had recently moved to the new premises and the registration process to add the new location had not been fully completed at the time of this inspection visit. Since then the process had been completed.

This was the first inspection of the service and it was announced. This service 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.The service was providing care to seven people in receipt of personal care at the time of our inspection.

A registered manager who was also the provider was in post at the time of our inspection. 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 was run.

People were positive about the care staff took to promote their safety and told us staff assisted them to use the equipment they needed to remain safe. Staff took action to reduce the risk of people experiencing infections and knew what action to take if they had any concerns for people’s safety. People and their relatives told us they could rely on staff providing the care people wanted at the time and in the ways agreed. People, their relatives and health professionals highlighted people received care from staff who knew their safety and care needs well.

Some people received support to manage their medicines safely. In most of these instances, people required prompting to have the medicines they needed to stay well and safe. We found there were occasions when one person needed their medicines to be administered. We have made a recommendation about the management of some medicines, so there is a clear record people have been prompted to take their medicines and have received them as prescribed.

The views of people were taken into account when their care needs were assessed, and people were involved in deciding what care they wanted. Staff took action to involve people’s relatives and to incorporate health professionals’ advice when assessing the people’s care, when this was appropriate. People’s assessments took into account any additional help they needed to access other services.

People, their relatives and health professionals were complimentary about the ways staff used their skills and experience to sensitively support people. Staff had received training which matched the needs of the people using the service and incorporated their experience and skills to ensure people had the care they needed. This included caring for people so they were supported to attend routine health appointments and to have enough to eat and drink. As a result of this, people were supported to have the nutrition and care they needed, based on their preferences.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the provider's policies and systems supported this practice. This included involving people in decisions about their day to day care. Staff knew which people may need help to make some key decisions about their lives and understood what action to take so people received the support they needed in these circumstances.

All the people and the relatives we spoke with were complimentary about the staff that provided support and told us staff were kind, cheerful and happy to assist them. The registered manager and staff spoke warmly about the people they cared for. People, their relatives and heath care professionals told us the way their care was organised meant they were able to build trusting relationships with staff who knew