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Inspection carried out on 12 January 2017

During a routine inspection

We inspected this service on the 12 and 16 January 2017 and the inspection was announced.

Everycare (Wessex) is registered to provide personal care to people living in their own homes. At the time of our inspection the service was providing personal care support to 47 people. The service was run from an office in the centre of Dorchester.

The service had a 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.

All people, relatives and staff spoke about the high quality service and management provided by the service. Without exception, comments made throughout the inspection were positive and reflected that people in receipt of support held the service in high esteem and could not identify any areas the service could improve upon.

Staff were aware of their responsibilities in protecting people from harm and knew how to report any concerns about people's safety or wellbeing. People had individual risk assessments and staff understood the risks people faced and their role in managing these.

People were supported by staff who were recruited safely and were familiar to them. People and relatives felt that staff had the sufficient skills and knowledge to support them .Staff received regular supervision and competency checks to ensure that they had the necessary skills to support people.

The service had clear emergency plans in place to support people and staff understood and used systems to report accidents or injuries so that this information could be used to ensure people were supported safely.

Staff understood what support people needed to manage their medicines safely and these were given as prescribed. There were processes in place to audit the accuracy of recording medicines.

Staff received a comprehensive induction and a wide range of learning opportunities at the service. There was a focus on recruiting the right staff to support people in ways which reflected the values of the service and respected people’s dignity.

Staff understood how to support people to make choices about the care they received, and encouraged people to make decisions about their care. Paperwork was in place to complete assessments and best interests decisions with people when this was required.

Where people received support from staff to eat and drink sufficiently, we saw that staff offered choices and prepared foods in the way people liked. Where people needed support from healthcare professionals, staff highlighted any concerns and requested referrals where appropriate.

People told us that staff who supported them were kind and helpful and we observed that staff supported people in the way they preferred and were aware of people’s likes and dislikes. There was a clear rapport between people and staff and we observed that people were comfortable with staff in their homes.

People’s care plans were person centred and included details about what people liked and how they wanted to be supported. People told us that they were involved in reviews about their care. Reviews were completed regularly and the information updated in people’s care plans in the office and their home.

People told us that they received a rota each week letting them know what staff were due to visit at what times. Where changes were needed to visits, or where staff were running late, people told us that the office made contact to let them know.

Feedback was gathered from people and staff using surveys and satisfaction calls and the information was used to drive improvements at the service.

People, relatives and staff felt that the management of the service was effective and they were able to speak with someone in the office and contact out of hours support easily when needed.

Staff were confident and happy in their roles and spoke highly about the support they received. They were involved in the development of the service and encouraged to raise their ideas or suggestions.

The service had a clear structure, office staff and supervisors had clear responsibilities and information was effectively shared with staff through team meetings, supervisions and emails.

Staff were encouraged to develop their skills and knowledge and to share this with other staff. The service had a range of links with external resources and organisations and were using this to further drive high quality support for people.

Quality assurance measures were regular and the information was used to monitor and drive high quality care.

Inspection carried out on 25 February and 3 March 2014

During a routine inspection

People received reliable and responsive care to meet their needs. One person told us, "They look after me well. They are brilliant."

Appropriate checks were undertaken before staff began work. Staff were supported during their induction period to ensure that they had the skills required for the role prior to a firm offer of employment. One member of staff told us, “The induction programme is part of the recruitment process.”

The provider had a system in place to assess and monitor the quality of service that people received. One person told us, “They do regular checks.”

People's care plan and risk assessments were accurate and fit for purpose. One member of staff told us, “Care plans are clear and easy to use.”

Inspection carried out on 22, 25, 26 February 2013

During a routine inspection

To help us to understand people's experiences of the service we telephoned them, as this was a domiciliary care agency. We spoke to four people who used the services or their family, four staff who were providing care to people and three managers.

People we spoke with told us they were treated with respect. One person told us "Staff do a wonderful job and they respect me." The care records we reviewed contained adequate information about people's needs.

People told us that they were more than satisfied with the care and support they received. They commented that the staff were "excellent" and treated them well. People told us that they usually had the same staff which meant that there was continuity in their care.

People were assessed prior to receiving care. Following assessments of their needs and risks, care plans were put in place to reflect the care and support they needed.

Records showed that all staff were trained in recognising and dealing with adult safeguarding issues. Safeguarding training was part of the staff induction process and staff were not able to start working with people until they had completed this training.

The recruitment process in place ensured that all staff had the appropriate pre-employment checks prior to starting work.

Quality assurance procedures were in place and being developed further to ensure that the standards of care could be maintained.

Reports under our old system of regulation (including those from before CQC was created)