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This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 5 September 2017

The inspection of the office location took place on 14 July 2017. On 17 and 26 July 2017 we contacted people and relatives for feedback about the service people received. This was the first inspection the service had since they registered with the care Quality Commission on 23 June 2016.

Real Care Solutions provides personal care and support to people living in their own homes. At the time of the inspection 11 people received support from the service however only nine people received the regulated activity of personal care. The other two people received practical support.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 and associated Regulations about how the service is run. In this instance the registered manager was also the provider.

People told us staff were very kind and caring towards them and offered support which met their needs and made them feel safe. Staff showed a caring attitude when talking about people and were able to tell us how they delivered individualised care which met people`s needs.

People and relatives told us that the service was extremely caring and often staff and the registered manager went over and above their contractual duties to ensure people received the most effective and personalised care. This had a positive impact on people by improving their quality of life.

People were supported to make decisions for themselves and encouraged to be as independent as possible. People and their representative were involved in planning the support people required. Staff understood how important it was for people to continue to live their life as they chose in their own home and they supported people effectively to achieve this for as long as possible.

Staff and the registered manager recognised people at risk of social isolation and they encouraged and organised the right support for people to access the community.

People were encouraged to retain or regain their independence by staff who recognised how important independence meant for people who often were living on their own. Staff told us they were well trained and mentored by the registered manager who supported them to understand how to provide care and support for people in a dignified way.

Staff told us they were proud to work for Real Care Solution because the care and support they provided to people was value based and did not compromise on the quality of the care people received.

People told us they knew the staff who offered them care and support. If on occasion staff were running a few minutes late they always received a call to let them know when they would be arriving.

The registered manager established good working relationship with other health and social care professionals involved in people`s care. They often supported people to attend appointments and provided vital information to health professionals to ensure people received the best possible care and support which met their needs.

The registered manager used their skills and knowledge which they gained from previous nursing qualification to train staff to recognise early signs if people`s health declined. They always involved the right health care professionals in people`s care which often had a positive impact on people who received the right treatment and prevented their health from worsening.

Peoples` care plans were comprehensive and provided staff with detailed guidance on how to meet people`s needs in a safe and effective way. The registered manager visited every person who received care and support from the service at least once a week to give people an opportunity to give feedback on the service but also to monitor and assess people and ensure there were no changes in their condition.

The re

Inspection areas

Safe

Good

Updated 5 September 2017

The service was safe

Staff were trained and knew how to safeguard people from abuse and knew how to report concerns internally and externally.

Risks associated with the support people received were assessed effectively mitigated and regularly reviewed.

Recruitment processes were robust and there were sufficient staff with the right skills and experience to meet people`s needs at all times.

People had their medicines administered if needed by staff who were appropriately trained and had their competencies checked.

Effective

Good

Updated 5 September 2017

The service was effective.

People received personalised care and support from staff who were appropriately trained.

Staff felt supported, mentored and motivated by the registered manager to deliver effective care and support to people.

People were offered the support they needed to eat and drink.

Staff and the registered manager worked collaboratively with health and social care professionals to promote people�s health and well-being and respond to any health concerns.

Caring

Outstanding

Updated 5 September 2017

The service was very caring.

The provider put people and what mattered to them at the heart of the service. People were in control of the support and care they received.

People developed positive relationships with the staff helped by consistent staffing.

People were supported to retain and regain their independence and live in their own homes for as long it was possible.

People were treated with dignity and respect and their privacy was maintained.

The staff helped people who had complex health and social care needs to achieved positive outcomes and live independently.

Responsive

Good

Updated 5 September 2017

The service was responsive.

People received personalised care and support which was appropriate to their needs and preferences.

The service was very flexible and staff adapted the support they provided to constantly meet people`s changing needs.

People were aware of how to make a complaint. Complaints were investigated and outcomes were shared with staff for lessons to be learned and sustain the changes implemented to improve the service.

Staff and the registered manager recognised people who were at risk of social isolation and supported people to access the community.

Well-led

Good

Updated 5 September 2017

The service was very well-led.

The manager had a clear vision about the service they provided and promoted an open and transparent culture with a strong emphasis on personalised care and support.

There were very robust and effective systems in place to monitor the quality of the support provided and to drive continual improvement.

The registered manager used their skills and knowledge from their previous nursing qualification to people`s benefit by involving health care professionals in people`s care in a timely way.

The registered manager ensured that people, relatives, staff and other stakeholders had regular opportunities to feedback on the service people received.