A single inspector carried out this inspection. The focus of the inspection was to answer the five key questions; is the service safe, effective, caring, responsive and well-led?Below is a summary of what we found. The summary describes what people using the service, their relatives and the staff told us, and the records we looked at.
If you want to see the evidence that supports our summary please read the full report.
This is a summary of what we found.
Is the service safe?
We found that safe work practices were in place for people using the service. People told us they felt safe and trusted the staff. One person said, 'I trust the staff they have been lovely'.
We spoke with staff and they told us they knew how to report any concerns or abuse. They were confident the provider would listen to them and take appropriate action to safeguard people.
Staff felt the work arrangements considered their safety. They were provided with core training including manual handling, infection control and health, safety and hygiene. This helped enable staff to carry out their role safely.
The staff and the provider understood the requirements of the Mental Capacity Act 2005, its main Codes of Practice and Deprivation of Liberty Safeguards (as they related to domiciliary care) and put them into practice to protect people.
Is the service effective?
People we spoke with told us they were pleased with the service provided and that their needs were met. People told us they had been involved in the assessment of their needs prior to accepting care from the agency. One person who had been receiving a service for three weeks told us, 'They've been very good so far'.
The staff we spoke with understood people's care needs and the support they were to provide. They received effective support and training. This meant that people received care from staff who had the knowledge and skills necessary to carry out their roles and responsibilities.
Is the service caring?
People told us that the staff treated them with kindness and were patient. Those who were being assisted with personal care tasks said staff respected their dignity and protected their privacy.
Staff we spoke with knew the people they were caring for well, including their preferences and personal histories. One person told us, "I am quite satisfied. I get on well with all of them' and 'They absolutely respect my dignity'. Another said 'They don't rush you, we sit and have a natter'. This meant that caring, positive relationships were developed between people and the staff coming into their homes.
We saw an incident record that showed a worker had been very caring. They had seen an ambulance heading towards the home of a person using the service. They had followed it and gone to assist the person who had fallen.
Is the service responsive?
People told us the service responded quickly if their circumstances changed. We saw a thank you card from December 2013 that said, 'Many thanks for increasing my care hours so quickly'.
People said that they and their family were encouraged to make their views known about their care and support. This meant people were actively involved in making decisions about their care and support.
There was evidence that the service was working closely with community health professionals such as district nurses and occupational therapists (OT). This meant the service was working in partnership to help ensure people had their health needs met.
On the day of the inspection the planned training session was changed to one on challenging behaviour. This was done in response to feedback from staff about challenges they were facing.
At the inspection we found some concerns about how medication administration records were being completed. The provider responded quickly to improve arrangements.
Is the service well-led?
The service was managed by the owner who worked on a daily basis in the agency office. Staff felt well trained and supported. They always had support from the senior staff and found communication was effective.
The provider had an effective system to assess and monitor the quality of service that people received. This helped ensured people received the service they wanted.
The provider had responded positively to feedback given at the inspection in February 2014 and had made improvements.