Care and Support Services

At our previous inspection in June 2016 the service was given an overall rating of 'Good'. At this inspection we found it remained good.

This service is a domiciliary care agency. The service provides care and support to older people, younger adults and children. It provides personal care to people living in their own houses and flats in the community. It also provides care and support to people living in 'supported living' settings, so that they can live in their own home as independently as possible. People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people's personal care and support.

At the time of our inspection there were 40 people who used the service. 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.

The service was managed by the 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.

People were safe. Staff understood their responsibilities in relation to protecting people from the risk of harm. Where risks to people had been identified, risk assessments were in place and action had been taken to manage the risks. Staff were aware of people's needs and followed guidance to keep them safe. People received their medicines as prescribed. Infection, prevention and control procedures were in place and staff followed these.

Staffing levels were predominately maintained to ensure that people's care and support needs continued to be met safely and there were safe recruitment processes in place. However, there was a shortage of staff to support people and at times this impacted on people's families.

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 needs and choices were assessed and mental capacity assessments were undertaken.

People and the relatives we spoke with were very happy with the care and support provided. However, some said they did not always receive the care and support arranged due to staffing difficulties. The management were aware of the issues and had put a new management structure in place to manage calls and ensure

better communication.

The provider had a complaints procedure that was given to everyone who used the service in the statement of purpose. People we spoke with said they were listened to and any complaints received were dealt with following the providers complaints policy and procedure.

All staff we spoke with told us they enjoyed their work and received regular supervision, appraisals and training. However, some staff told us there were staffing issue and more staff were required.

A system was in place for checking the quality of the service using audits, satisfaction surveys and meetings. People made their views known through direct discussion with the service manager and staff or through the complaint and quality monitoring systems. People's privacy and confidentiality were maintained as records were held securely.

The five questions we ask about services and what we found