Archived: RV Care Limited - Cornwall

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.

People told us they felt their privacy and dignity was respected and they were involved in the planning of their care. Comments included; 'I'm absolutely happy', 'They're all very good' and 'We're very pleased'.

People who used the service told us they felt safe with their carers'. One person said; 'Safe, yes, and that's what's important'.

There was a satisfactory medications policy in place.

There were enough qualified, skilled and experienced staff in place to meet peoples' needs.

RV Care Services Ltd - Cornwall had a satisfactory quality assurance system in place.

People who used the service were not protected from the risk of unsafe or inappropriate care because records were not always accurate and/or regularly updated.

People's views and experiences were taken into account in the way the service was provided and delivered in relation to their care. People that used the service told us that they felt listened to, people's relatives told us that they also felt listened to and involved in their relatives care.

People experienced care, treatment and support that met their needs and protected their rights. Care plans were person centred and documented people's wishes in relation to how their care was provided. People that we spoke to commented that their care and treatment was brilliant and that staff were very helpful.

People who used the service were protected from the risk of abuse because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. Staff we spoke to understood how to safeguard people.

There were enough qualified, skilled and experienced staff to meet people's needs. Staff had received specific training to meet the individual care and treatment needs of people who used the service. Staff we spoke to told us that they were happy with the training available and that they could access specialised training.