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Inspection carried out on 12 July 2018

During a routine inspection

This inspection took place on 12, 16 and 17 July 2018 and was announced. We had inspected the service in 2016 at another location and rated them Good. This was the first inspection of the service at their current location in Havering, London.

The service is a domiciliary care agency. It provides personal care to older people living in their own houses and flats. Not everyone using Anytime 2020 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.

At the time of our inspection, there were 47 people receiving personal care from the service.

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 care homes, 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.

The service had a clear management structure and systems for auditing aspects of the service and for gathering feedback to ensure improvement in the quality of care provided. Some people’s care files were not easily accessible to review because of the changes being made to keep documents electronically. The registered manager was working to resolve this issue.

Staff were passionate about their roles and felt supported by the registered manager and senior staff. They had attended various training and had an induction opportunity which introduced them to the service when they started work. They also had ongoing supervision and support from the registered manager.

The service's staff recruitment systems ensured new members of staff had the experience and knowledge and were suitable to support people in their homes. The service had enough staff who were able to support people.

The provider helped to protect people from harm through the provider's adult safeguarding procedure, risk management system and complaints policy. People and relatives felt safe within the service and were clear about the complaints policy.

Where needed, staff supported people with nutrition and hydration. They also supported people with their medicines for those who required this service.

Staff had the training and skills to manage incidents and accidents. They supported people receiving healthcare when and if they needed it.

Staff were caring, respectful and ensured people's privacy. They understood people's support needs, their likes and how they wanted to be supported. The policies of the service and the staff supported people in the least restrictive way enabling them to achieve more independence.

Information about people's needs and how to support them was recorded and followed by staff. The care plans were personalised and reviewed so each person received responsive care to their needs.

The provider worked closely with health and social care providers to meet people's needs.