10 May 2017
During a routine inspection
This inspection took place on 10 and 11 May 2017 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service; we needed to be sure that someone would be in. The inspection was carried out by one inspector and an expert by experience.
A registered manager was employed by the service who was present on the second day of the 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 is run.
There was a stable management team who took appropriate action to make sure they provided a safe and reliable service for people.
People received care and support from staff they knew well and had built trusting relationships with them. Comments from people were extremely complimentary about the staff who visited them.
People were treated with respect and dignity and were encouraged to make choices.
Staff felt very supported and received training they required to carry out their jobs.
People who used the service felt safe with the staff who supported them, and received the care and support as they expected.
People knew how to make a complaint and were confident any issues raised would be investigated and resolved.
The agency used feedback from people to monitor the quality of the service and identify how improvements could be made.
The agency’s robust recruitment procedure and staff training helped to minimise the risks of abuse to people.