Pamir Homecare

There was a registered manager in post at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

When we last visited the service on 26 June 2016 and we were not able to award a rating because, the service only had one person at the time of our inspection, which meant we did not have enough evidence to enable us to rate them.

There were effective systems and processes in place to minimise risks to people. People told us they were safe. The service had safeguarding systems and processes to support care workers to protect people from avoidable harm. There were safeguarding, whistleblowing and anti-bullying and harassment policies in place and care workers were aware of how to raise concerns. Care workers underwent appropriate recruitment checks prior to working at the service. There was an adequate number of care workers deployed to meet the person's needs. The registered manager told us care workers were allocated according to geographical areas, which reduced travel time and therefore improved timeliness. Equally, people received help with medicines in the way they wanted. They were supported to take their medicines by staff who had been trained in doing so.

People gave us consistently positive feedback about how the service was meeting their needs. Each person had a care plan that described the type of support required and how this was delivered. This was accomplished by the service working alongside a multidisciplinary team, which comprised members of different disciplines, such as occupational therapist, pharmacist, social workers and GPs, who were also involved the planning and treatment of people. People's capacity to make choices had been considered in line with the Mental Capacity Act 2005 (MCA). They told us that care workers asked for permission before attending to their needs. The service had supported care workers to have the skills and knowledge to carry out their role. Care workers had received regular training and support.

People told us care workers were kind and caring. They told us care workers treated them with respect and

maintained their privacy. People's individual preferences were respected. Their care plans contained detailed information so that care workers could understand their preferences. People's independence was supported. Their care plans highlighted the importance of functional independence and so care workers were directed to prompt people to increase eating or dressing independence. Care workers had a good understanding of protecting and respecting people's human rights. They treated people's values, beliefs and cultures with respect. In keeping with the human rights requirements, there were practical provisions for people's differences to be respected.

People received person centred care. They told us that they had been involved when their care plans were written. By involving people, the service could deliver care that met their preferences. People's diversity and human rights were highlighted in their care plans. This ensured care workers were aware if they needed to make reasonable adjustments to meet people's needs. People and their relatives confirmed that they could complain if needed. There was a complaints procedure which they were aware of. Although people's communication needs were considered, this needed to be developed in terms of the requirements of Accessible Information Standard.

The service was well-led. This was an overall view we received from speaking with care workers, people and their relatives. The registered manager had a clear sense of responsibility and had led a management team to establish robust processes to monitor the quality of the service. A range of quality assurance processes, including surveys, audits, management of complaints had been used continuously to drive improvement.

The five questions we ask about services and what we found