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Inspection carried out on 5 May 2017

During a routine inspection

This announced inspection took place on 5 May 2017. My Carer is a domiciliary care agency providing support and care to people in their own homes throughout the Wantage and Faringdon area of Oxfordshire. At the time of our inspection My Carer was providing services to 68 people.

There were two registered managers in place. 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.

We received some extremely positive feedback about the service. People, their relatives and healthcare professionals told us the quality of the care and support provided by My Carer surpassed all their expectations.

People received safe care from staff who had been appropriately trained to protect people and identify signs of abuse. Staff understood their responsibilities to report any concerns and followed the provider's policies in relation to safeguarding and whistleblowing. Robust recruitment procedures helped to ensure only suitable staff were employed at the service.

Risks were assessed, managed and reviewed to help ensure people's safety. Staff were deployed appropriately and capacity of staffing hours was closely monitored. People were assisted with their medicines safely and told us they received them on time.

The provider valued their staff team and endeavoured to take steps to retain and develop staff to their full potential. They believed this was the key to delivering high quality, consistent care. A number of measures had been employed to recognise the contribution staff made and this was appreciated by staff who told us they felt valued and respected.

People’s rights were recognised, respected and promoted. Staff had a good understanding of the Mental Capacity Act 2005 and we saw people’s consent was sought routinely. Staff were knowledgeable about the rights of people to make their own choices. This was reflected in the way the care plans were written and the way in which staff supported and encouraged people to make decisions when delivering care and support.

Staff supported people to choose food they liked and to eat healthily. People received enough food and fluids to remain healthy and staff monitored this when required. People had adapted equipment to help them eat independently, if they needed it. People had detailed plans to help staff and health professionals provide the care and support they needed to remain healthy and manage any existing health conditions

People were involved in developing and reviewing their care plans. Where people required support with their food and drink, medicines or personal care, the level of support they needed was identified and assessed. The aim of this procedure was to promote people’s independence by enabling them to do as much for themselves as possible without making them feel burdened. People received personalised care, tailored to their individual needs.

People and relatives were delighted with the kindness and thoughtfulness of staff which exceeded their expectations of how they would be cared for and supported. People explained how staff went over and above what they expected from them and they couldn't ask for anything more. People told us the support they received significantly improved their well-being.

People we talked to consistently referred to the registered managers and staff as kind and caring people. They told us they valued their relationships with the staff who supported them and the support provided often exceeded what they had requested.

The service was extremely responsive to people’s needs and wishes even if the support people needed proved to exceed their contracted hours. People told us that staff went over and above the call of duty and people said this made a great difference to their l

Inspection carried out on 11 May 2015

During a routine inspection

We inspected My Carer on 11 May 2015. My Carer is a domiciliary care agency providing support and care to people in their own homes living in the Wantage and Faringdon area of Oxfordshire. This was an unannounced inspection. This service was last inspected in October 2013 and it was meeting all the essential standards reviewed.

There was a registered manager in post at the service. 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. At the time of our inspection, the service was applying for a shared registration with another senior member of the team.

Risks were identified in relation to people’s support needs, and staff we spoke with understood these risks and what action to take to mitigate them.

People told us they felt safe. Care staff had a good understanding of safeguarding and what action they would take if they suspected abuse.

Peoples medicines were managed in line with their assessed needs and staff received appropriate training and guidance in order to meet those needs.

People were supported by staff who had the skills and knowledge to meet their needs. Staff received regular training, supervision and support from the registered manager.

People described staff as caring. Staff went the extra mile to support people they cared for. Staff we spoke with clearly valued their relationships with people. People were kept well informed of what was happening in the service and directly in relation to their care. There was a culture within the service that prioritised compassion, dignity and encouragement of independence.

People needs were assessed and these assessments were used to develop support plans with the involvement of people. Care plans were regularly reviewed and when people’s needs changed the service responded in a timely manner.

People, their relatives and staff spoke highly of the leadership of the service. All described the service as well led. There was a positive person centred culture within the service that was kept under regular review by the manager. The service put people first and wanted to deliver outstanding care. The manager went the extra mile to ensure staff felt valued.

Inspection carried out on 2 October 2013

During a routine inspection

We found that people had been involved in planning and reviewing their care. Their views were sought in the course of receiving support, by the staff.

People were supported in line with their care plans, which were updated as required. The people supported were happy with the care received. One person said “I am delighted” and another told us the staff “always have a smile on their face”. People described the staff as “very good carers” and “marvellous”. One person’s next of kin said of their relative that the support from staff had “transformed her life”.

People felt safe and well cared for and the staff demonstrated awareness of their role in safeguarding people.

Appropriate recruitment checks were carried out on new staff and records were kept to confirm these. Staff completed a recognised induction process, and attended subsequent training. They received support through regular supervision and appraisal. Care standards were monitored through monthly spot checks.

The manager had systems to monitor the agency’s operation. The views of the people supported, about their care, were sought in a variety of ways.