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Inspection carried out on 7 February 2018

During a routine inspection

This was the first comprehensive inspection of this service since the provider initially registered with the Care Quality Commission (CQC) in December 2016. This inspection took place on 07 February 2018.

Kennelwood House (Otherwise known as La Belle Care) is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to adults with learning and physical disabilities and older people, including people living with dementia who live in their own homes. At the time of our inspection there were fourteen people using the service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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's experiences of care were overwhelmingly positive. They told us they were supported by kind and caring staff who often took the time to do things outside of their remit to improve people’s experiences and to take actions that were important to people. People were at the centre of their care and we found clear evidence that their care and support was planned with them and not for them. There was a strong culture within the service of treating people with warmth, dignity and respect. People were fully involved in making decisions about their own care, felt their views were listened to, and respected. People felt that they were treated with dignity and respect.

People felt safe using the service. Staff and the management team demonstrated a good understanding of the different types of abuse that could occur and their role in protecting people from abuse. There were enough staff available to meet people’s needs safely.

People and their relatives told us that the care and support provided was appropriate to meet people's needs. Staff received training to help them to provide people’s care and support. Staff sought people's consent to care. People received support to access support from healthcare professionals as needed.

People and their relatives told us they had been involved in developing people's care plans and felt that their opinion was respected and taken into account. People told us they felt the registered manager took them seriously and if they needed to change or adapt their care they felt they only had to make a phone call. The provider had policies in place to help ensure that any concerns and complaints raised by people who used the service or their relatives were appropriately investigated and resolved.

People and their relatives felt that the registered manager was always approachable with any problems. The registered manager demonstrated a good knowledge of the staff they employed and people who used the service. Satisfaction surveys were routinely distributed to people who used the service, their friends and relatives as part of the provider’s quality assurance system.