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Updated 25 May 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 29 March and 4 and 6 April 2018 and was announced. We gave the service 48 hours' notice of the inspection visit because the registered manager is often out of the office. We needed to be sure that they would be in. This was the first inspection of the service.

Inspection site visit activity started on 29 March 2018 and ended on 6 April 2018. It included visiting one person to speak with them and their relative and speaking with the relatives of two other people on the telephone. We visited the office location on 29 March and 6 April 2018 to see the registered manager and speak with staff and to review care records, policies and procedures and give feedback about the inspection. We spoke with three relatives of people using the service on the telephone. We also spoke with two members of staff.

We reviewed records for three people using the service and checked records relating to staff recruitment, support and training and the management of the service. We did not request a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We gathered this information as part of our inspection.

Before the inspection we received feedback from five health and social care professionals. We also reviewed information we have about the service including notifications. A notification is a report about important events which the service is required to send us by law.

Updated 25 May 2018

This inspection took place on 29 March and 4 and 6 April 2018 and was announced. This was the first inspection of the service.

This service 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 younger adults and children. The service was supporting 5 people in their own accommodation at the time of our inspection.

Not everyone using The Cygnet receives the 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.

The Cygnet 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 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 heard positive comments about the service for example, “I have no concerns and would recommend them as a service provider” and “I can’t fault them, very good service.”

People were enabled to live safely and they were protected from potential abuse. Risks to their safety were identified, assessed and appropriate action taken. People's medicines were safely managed.

People were treated with respect and kindness. Their privacy and dignity was upheld and they were supported to maintain their independence.

People were supported by staff who had training and support to maintain their skills and knowledge in order to meet people’s needs. 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 support this practice.

People received personalised care from staff who knew their needs and preferences. People were involved in the planning and review of their care and support. There were arrangements in place to respond to concerns or complaints from people using the service and their representatives.

Quality assurance systems were in operation with the aim of improving the service in response to people's needs. Surveys had been completed to gain the views of people about the service provided.

Further information is in the detailed findings below.