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Inspection carried out on 16 April 2018

During a routine inspection

This inspection took place on 16 and 17 April and was announced.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community in and around the Lutterworth area. It provides a service to older people, people with physical disabilities and younger adults.

CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of this inspection, there were 42 people using the service.

The service had a registered manager in post who was also the registered provider. 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.

At our last inspection in March 2016 we rated the service Good. At this inspection we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and on-going monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

Why the service remains Good.

People remained safe using the service. People were protected by safe recruitment procedures to help ensure staff were suitable to work with people using care and support services. Staff were knowledgeable about the risks people faced and took action to reduce risks. Further development of risk assessment records would ensure all staff had the information and guidance they needed to keep people safe. We observed there were sufficient numbers of staff to meet people's care needs and this was confirmed by staff we spoke with.

People's medicines were managed safely. Staff received medicines training and understood the importance of safe administration; improved procedures and systems were planned to ensure records were always completed consistently.

People received care from staff who had the skills and knowledge required to effectively support them. Staff had completed a range of training, including induction into the service and specialist training to enable them to meet people's needs.

People's human rights were protected because the registered manager and staff had an understanding of the Mental Capacity Act 2005 (MCA). People's nutritional needs were met because staff followed people's care plans to make sure people were eating and drinking enough, and potential risks were known. People were supported to access health care professionals to maintain their health and wellbeing.

People continued to receive a service that was caring. Staff showed kindness and compassion for people through their conversations and interactions. The provider ensured staff had sufficient time to provide the care people needed. Staff supported people to communicate and be involved in the planning and provision of their care.

People received information in a format suitable for their individual needs. Staff understood and promoted people's rights, including their right to be treated with respect and dignity.

The service remained responsive to people's individual needs and provided personalised care and support. People were supported to make choices about their care and how they wanted it to be provided. The provider had a complaints policy in place and systems to respond and investigate concerns and complaints. The registered manager took concerns seriously and used these to bring about improvements in the service.

The service continued to be well led. People used a service where the registered provider's values and vision were embedded into the service, staff and culture. Staff

Inspection carried out on 5 February 2016

During a routine inspection

The inspection took place on 5 February and was announced. The provider was given 48 hours’ notice because the location provides a small domiciliary care service and we needed to be sure that someone would be in the office. The service provided domiciliary care and support to people living in the Lutterworth area of Leicestershire. At the time of our inspection there were ten people using the service.

There is a registered manager at the service. 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 told us that they felt safe with the staff team from ETA Care Solutions. Staff members had a good understanding of the various types of abuse and knew how to report any concerns.

People had consistent staff that supported them. People told us that staff always arrived when they were expecting them. Staff confirmed that they had regular people that they visited and that they were provided with the time that they needed to meet people's needs.

People were supported to take their medicines safely. People were supported by staff that had received appropriate training to assist them to meet people's needs.

The registered manager understood the principles of the Mental Capacity Act 2005 (MCA) and their responsibilities around this. People using the service told us that staff always obtained their consent before they provided their care and support. Staff members confirmed this and told us that if they identified any concerns about a person’s capacity to consent then they would contact the registered manager.

Care staff had a good understanding of people’s dietary needs. They were aware of people’s food allergies and we found that there was sufficient information about people’s dietary requirements within their care plans. The staff team ensured that people's wellbeing was supported and maintained.

People received their care from regular staff that got to know them well. Staff members were kind and caring. Staff respected people's privacy and dignity and promoted their independence.

People contributed to an assessment of their needs and received care that met their needs.

People felt able to raise concerns with the service. People were satisfied with the services response to their concerns. Information relating to how to make a complaint was included within the service user guide that was provided to people when they first started to use the service.

People felt able to speak to the management team at the service. They felt that they were open and approachable.

The staff team had a consistent understanding of the purpose of the service. The worked together to achieve the services aims.