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Inspection carried out on 24 January 2020

During a routine inspection

About the service

1-2-1 5 Star Care is a domiciliary care service delivering care and support to people in their own homes living in Carlisle. At the time of the inspection the provider was supporting approximately twenty-seven people, mainly older adults. The service delivers personal care and support. They also provide community meals.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People told us they felt safe and well supported by the service. Staff understood how to protect people from harm and abuse. Staff had been appropriately recruited, in sufficient numbers, allowing the team to deliver timely and appropriate care. One person said, "The staff are great, good workers and nice girls."

People were very satisfied with the care and support they received. Staff understood how to help with medicines and were skilled in care tasks. People had detailed care plans and were happy with the discreet and dignified delivery of care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People judged that staff were well-trained and skilled. Staff had received detailed induction and training was on-going. Staff treated people with respect and, as one person said, "We have a good rapport". Staff supported people, where possible, to continue to be engaged with cultural and social activities.

The staff and people who used the service judged that the service was well organised and the management team were open and approachable. Systems were in place to make sure that people received good quality services. The team were keen to improve and develop.

Rating at last inspection

The last rating for this service was good (published 22 June 1917). Since this rating was awarded the service has moved premises. We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 22 June 2017

During a routine inspection

We carried out this announced inspection 22 and 25 June 2017. This was the first inspection since the service was registered in June 2016.

The provider was given 48 hours’ notice of the inspection visit because the location provides personal care and support to people in their own homes. As the people who use this service often accessed community activities we needed to make sure people were available to speak to us.

1-2-1 5 Star Care Ltd provides personal care to adults in their own homes in Carlisle. At the time of the inspection they were supporting twenty people.

The registered provider (provider) was the owner of the company and also carried out some care support duties. The provider employed a registered manager (manager) to assist in the running of the agency. 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 valued their relationships with the staff team and felt that they often went ‘the extra mile’ for them, when providing care and support. They said the service was, "Fantastic. They have never missed a day. They will always ring if they are going to be late," "Very satisfied, everything is lovely," and "I am 100% satisfied with the service."

We received very positive feedback from health and social care professionals about the working relationship with the service. One professional told us, "I have only positive experiences with 1-2-1 5 Star Care, I find them very interested in the care they provide and seem to go over and above what is needed at times for customers, they take a pride in their role."

We found there here were enough suitably qualified staff available to meet people's needs. The service was flexible and responded to people's changing needs. People told us they had a team of regular staff and their visits were at the agreed times. People received care from staff who knew them well, and had the knowledge and skills to meet their needs.

People were protected against the risk of abuse or avoidable harm. People told us they felt very safe and were well cared for. Policies and procedures were in place to safeguard people from harm and the staff we spoke with understood their responsibilities. The care staff took prompt and appropriate action if they were concerned that a person was at risk.

Detailed risk assessments helped to protect people from risks they may encounter in their daily lives. Hazards to people’s safety had been identified and managed.

Person-centred care plans were in place to support staff to provide a personalised service. Records demonstrated that regular reviews were carried out of people's needs and the service they received. The support plans were centred on people's individual needs and contained information about their preferences, backgrounds and interests.

Newly recruited staff had thorough pre-employment checks and received induction that prepared them for the demands of their job. Staff confirmed their induction provided them with the essential knowledge and practical guidance they needed before they took up their care duties.

People were included in planning and agreeing to the care they received. People could ask for changes to their planned care and the service agreed to these where possible. Medicines were handled safely and people received support with their medicines as they needed.

The management had a clear understanding of the Mental Capacity Act 2005 and how to make sure people who did not have the mental capacity to make decisions for themselves had their legal rights protected.

Staff we spoke with were highly motivated and inspired, by the owner and registered manager to offer care of the highest quality. A number of them spoke about the "mums test" in providin