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Inspection carried out on 20 July 2018

During a routine inspection

This announced inspection commenced at the provider’s office on 20 July 2018 with phone calls undertaken to people with experience of the service on 23 July 2018. The provider was given a short notice period that we would be undertaking an inspection as we needed to be sure someone would be there. This was the first rating inspection of this service.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. At the time of our inspection 15 people were receiving personal care from the provider.

Not everyone using C&V Care Solutions Ltd receives regulated activity; 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.

There was 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.

People felt safe and were supported by a consistent group of staff who knew them well. Staff had received training in how to safeguard people from abuse and were aware of their responsibilities to raise any concerns they may have.

Staff were aware of the risks to the people they supported and how to manage those risks. People had reported their calls were on time and they had not experienced any missed calls. People were supported to take their medicines as prescribed by their doctor.

Pre-assessment processes in place provided staff with the information they needed to support people effectively and to meet their needs. Staff had received an induction and training that provided them with the skills and confidence to meet people’s needs effectively.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff were described as kind and caring and efforts were made to build relationships with the people they supported and their families. Staff respected people’s preferences and choices and people were treated with dignity and respect.

People were supported by a small, consistent group of staff who knew them well. Staff recognised the importance to helping people maintain their independence where possible. People were involved in the development and review of their care needs.

People had no complaints regarding the service they received and several compliments had been received regarding the service.

People and staff were complimentary of the registered manager. Staff felt valued and supported and shared the registered manager’s values and vision for the service.

There was an emphasis on ensuring staff felt supported and were provided with training opportunities in a setting that they felt comfortable with.

The registered manager recognised the need to develop and embed new systems and processes used by the service, prior to taking on new packages of care. Several audits were in place to assess the quality of the service, but the registered manager acknowledged that further work was required in this area.