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Inspection carried out on 20 September 2017

During a routine inspection

This announced inspection took place on 20 and 21 September 2017.Finch Support Services provides personal care to people in their own homes. At the time of the inspection 27 people were receiving personal care. This was the provider’s first inspection since their registration in March 2016.

People and their relatives told us they felt safe with the staff. The service had clear procedures to recognise and respond to abuse. All staff completed safeguarding training. The registered manager completed risk assessments for people who used the service which provided sufficient guidance for staff to minimise identified risks. The service had a system to manage accidents and incidents to reduce reoccurrence.

The service had enough staff to support people and carried out satisfactory background checks of staff before they started working. The service had an on call system to make sure staff had support outside the office working hours. Staff supported people so they took their medicine safely. The provider provided an induction and training, and supported staff through regular supervision and annual appraisal to help them undertake their role.

People’s consent was sought before care was provided. The registered manager was aware of the requirements of the Mental Capacity Act 2005 (MCA). At the time of inspection they told us they were not supporting any people who did not have the capacity to make decisions for themselves.

Staff supported people with food preparation. People’s relatives coordinated health care appointments to meet people’s needs, and staff were available to support people to access health care appointments if needed.

People told us they were consulted about their care and support needs. Staff supported people in a way which was caring, respectful, and protected their privacy and dignity. The registered manager developed people’s care plans that were tailored to meet their individual needs. Care plans were reviewed regularly and were up to date.

The service had a clear policy and procedure for managing complaints. People knew how to complain and would do so if necessary. The service sought the views of people who used the services. Staff felt supported by the provider.

People and their relatives commented positively about staff and the service. The service had an effective system to assess and monitor the quality of the care people received. The registered manager carried out unannounced spot checks at people’s homes and telephone monitoring to get feedback on the quality of care. As a result of these interventions the service had made improvements.

The service had a registered manager in post. 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.