28, 29 April 2014
During a routine inspection
Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, their relatives, the staff supporting them and from looking at records. If you want to see the evidence to support our summary please read the full report.
Is the service safe?
People told us they felt safe. People told us they felt their rights and dignity were respected.
Systems were in place to make sure managers and staff learnt from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to continually improve.
People were not put at unnecessary risk but also had access to choice and remained in control of decisions about their care and lives.
Recruitment practices were safe and thorough. No staff had been subject to disciplinary action.
Policies and procedures were in place to ensure unsafe practice was identified and people were protected.
Is the service effective?
People's health and care needs were assessed with them, and they were involved in writing their plans of care. We saw people's care plans were up to date and accurately reflected their current needs. There were good arrangements in place to gain consent from people who were able to give it.
People we spoke with told us they had regular staff visiting them and they knew the time staff were going to arrive. They told us the service kept them informed if there were any changes to the timing of visits or if staff were running late.
Is the service caring?
During our inspection we visited three people in their own homes and spoke with the relative of one person on the telephone. People we spoke with told us they were happy with the service provided by RV Care Services Ltd ' Cornwall. Comments from people and relatives included: 'the care provided is sufficient and adequate', 'they [staff] are very kind to me' and "the service is very professional".
People using the service and their relatives completed an annual satisfaction survey. Where shortfalls or concerns were raised these were taken on board and dealt with.
People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.
Is the service responsive?
People and relatives we spoke with knew the staff who worked in the office and indicated to us they would feel comfortable raising a complaint if they needed to.
The service was flexible and could be adapted to meet people's needs and wishes. People told us if they requested additional hours of care and support, their request was responded to in a timely manner.
Is the service well-led?
The service had a quality assurance system, and records showed that opportunities to change things for the better were addressed promptly. As a result the quality of the service was continuously improving.
Staff told us they were clear about their roles and responsibilities and demonstrated a good understanding of the ethos of the service. This helped to ensure people received a good quality service at all times.