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Inspection carried out on 28 February 2020

During a routine inspection

About the service

Respectful Care is a domiciliary home care service providing personal care to adults with personal care needs. Respectful Care were providing a service to 66 people at the time of the inspection.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People’s experience of using this service and what we found

People were cared for by staff who were kind, caring, empathetic and compassionate. They regularly exceeded expectations providing people with an exceptionally caring service. There was an excellent awareness of equality and diversity legislation and this was implemented across the provider’s service supporting people and the staff who cared for them. Staff worked hard to ensure people led fulfilling lives, with many occasions going above and beyond expectations to help them achieve their goals. Innovative methods have been used to include people in the planning of their care and support.

People were provided with a wide range of innovative methods to assist them with making decisions about their lives. People told us staff always acted on their views and people felt fully involved with all decisions about their care. People and staff had formed meaningful and respectful relationships and people praised the consistently sensitive and caring approach of staff during personal care. Independent advocates had been used to support people with making decisions. This helped ensure people did not experience discrimination. People’s diverse needs were considered when care and support was planned for them.

People’s care was exceptionally person centred and focused on providing high quality outcomes for people, in line with their personal preferences. People were supported to lead active lives, if they chose not to take part in activities, innovative and creative methods were used to encourage people to do so within their own home. Technology was used to assist with this process with excellent outcomes for people. This has had a positive impact on many people, reducing the risk of social isolation. There was a sensitive approach to supporting people with planning for their end of the life. People were confident their complaints would be handled appropriately.

Respectful Care is led by an exceptional registered manager who has the well-being of all people at heart. They strive to provide people with the highest possible outcomes. They alongside a dedicated and passionate provider whose aim is to give people the best chance of living at their own home for as long as possible. All staff support this aim; they are motivated and committed and challenge themselves to succeed for people but also for themselves. Staff enjoyed working at the service and they felt able to build a career there. Several internal staff promotions have resulted in staff feeling valued with high staff retention. Robust and high-quality auditing processes were in place, with all decisions made reviewed to ensure action has been taken. Innovative methods were used to ensure that people felt able to give their views about how the service could be developed and improved. High quality staff performance was rewarded, both internally and recognised through regional awards.

Staff used innovative methods to support people with maintaining their own safety and the safety of others. The risks to people’s safety were continually assessed and reviewed without unnecessary restrictions placed on them. People were protected from avoidable harm by staff. Systems were in place than enabled people staff to report concerns. Staff were recruited safely which meant people were not placed at risk of receiving care from unsuitable staff. People’s medicines were managed safely. There were clear processes in place to continually review accidents and incidents and to learn from mi

Inspection carried out on 3 August 2017

During a routine inspection

We carried out an announced inspection of the service on 3, 9 and 10 August 2017. Respectful Care is registered to provide personal care to people in their own homes. At the time of our inspection the service was providing the regulatory activity of personal care to 71 people. This was the service’s first inspection since becoming registered with the Care Quality Commission.

On the day of our inspection there was a registered manager 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.

People told us they felt safe when staff supported them within their homes. Staff arrived on time and stayed for the agreed length of time for each call. Risks to people’s safety were assessed and reviewed, although assessments relating to people’s medicines required further individualised detail. Staff had received safeguarding training and understood the processes for reporting concerns. Safe and robust recruitment processes were in place. People’s medicine administration records were, in the majority of cases, accurately completed, but there were a small number of unexplained gaps on the records which were being addressed by the registered manager.

People were supported by staff who completed a detailed induction, received regular training and had their performance regularly assessed.

The principles of the Mental Capacity Act (2005) had been appropriately followed for the majority of decisions when people could not make decisions about their care. Detailed guidance for staff to communicate effectively with people living with dementia was in place. People were supported to maintain good health in relation to their food and drink intake. People’s day to day health needs were met by staff.

People found the care staff to be kind, and caring; they understood their needs and listened to and acted upon their views. There was a strong emphasis on ensuring that people were always treated with dignity and respect. People enjoyed the company of the staff. People were involved with decisions about their care from when they first started using the service and this continued throughout. People were encouraged to lead as independent a life as possible. Staff had an excellent understanding of people’s needs and this was used to protect those that were more vulnerable. Staff were provided with the training and the skills that ensured that all people, including those living with dementia were offered high quality, person centred care and support.

People told us they received care and support from a consistent team of staff and their personal preferences were always respected. People’s support records were person centred and focused on what was important to them.

Quality assurance processes were effective in ensuring that people received a high quality service at all times. Staff were encouraged to develop their roles and to gain further skills to support them with continually improving the standard of the care and support for people. People felt the office staff as well as the registered manager were approachable and would address any concerns or complaints they had. The views of people, relatives and staff about how to improve and develop the service were welcomed and acted on. A dedicated registered manager was in place who received support from senior management when needed.