Home Sweet Home Care Agency Ltd

The company director was also the registered manager for the service. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run.

The 'nominated individual' undertook a management role at the service and was present at the time of inspection. A nominated individual is a person named as the main contact for an organisation.

There was a positive culture within the service; people were treated with dignity and respect. People's care plans showed that there was a strong commitment to person centred care and risks to people were assessed and managed. People were supported to make their own decisions; this was encouraged and reflected in their care plans. Care plans demonstrated that the principles of the Mental Capacity Act (MCA) 2005 had been applied.

Staff had access to training and plans to enhance the training provision were in place. The registered manager carried out competency checks and spot checks to ensure staff were competent in the role they were carrying out. However, the provider was unable to evidence that all staff had undertaken medication training and competency checks. Records in this area required improvement to ensure all staff were competent to administer medicines.

Staff understood what action to take to safeguard people from abuse; however, they required further training in this area. This training had already been arranged by the provider.

People's nutritional and hydration needs were catered for. Staff supported people with their choice of meals and care plans contained information about people's dietary preferences.

The management completed investigations into incidents and accidents. Investigations were thorough and comprehensive and lessons learned were reflected upon and recorded. This meant that the likelihood of future similar incidents was reduced.

People were protected from the risks of infection through the provision of personal protective equipment.

There was a complaints procedure in place which allowed people to voice their concerns if they were unhappy with the service they received. There were no active complaints at the time of the inspection.

There was a range of quality audits in place completed by senior care staff, the registered manager and the manager. These were up to date and completed on a daily, weekly and monthly basis. All of the people we spoke with told us they felt the service was well-led and that they felt listened to and could approach management with concerns.

The five questions we ask about services and what we found