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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.