We carried out a review of the data available to us about Rural Care (North Devon) Ltd on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Rural Care (North Devon) Ltd, you can give feedback on this service.
Rural Care is a domiciliary care agency providing person care in people’s own homes in the community.
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. At the time of inspection, 16 people were receiving care from the service and all received personal care. The service provides care and support to people living in rural areas in the surrounding area of Bideford.
People’s experience of using this service and what we found
Rural Care put people at the centre of their care and support. The service was managed and run on people’s individual needs, choices and interests.
People felt safe and trusted the staff who cared for them. Staff were motivated, passionate and genuinely ‘cared’ in their roles. A relative said, “From the minute they arrived, the care worker put an arm on my relative’s shoulder and said, ‘It will be fine’." Another said, “I feel safe with them … nothing they could do is better … the little things make a difference … they are great.”
People, relatives and care professionals told us the staff team gave excellent care and were extremely caring, compassionate and kind. Everyone told us the service was well led and were complimentary of the two registered managers. They said, without hesitation, they would recommend the service to others.
People received a very personalised service to meet their specific needs and preferences. Staff worked with people and their families to put together a plan of care which was truly person centred and achieved people’s desired outcomes and wishes.
People were protected because risks had been assessed and any measures required put in place. They received their medicines in a safe way and were encouraged to eat and drink well.
People benefitted from a small staff team who knew people extremely well. Staff were consistent and effective and positive relationships had been developed. Families were involved in people’s care and told us staff were sensitive and empathetic to their needs as well. Staff identified any responded to changes in people’s needs and took the necessary action.
People at the end of their lives received extremely compassionate and loving care. Staff spent time with people and their families at this stage of their lives and treated people with dignity and respect. Looking after people at the end of their lives was regarded as a privilege by the staff team. A relative said, “They are all angels for which I will always hold them very dearly.”
Staff were recruited safely, well trained and supported by the registered managers. They were motivated and passionate in their roles. There was an open and inclusive culture where staff felt valued and included.
Staff regularly went the extra mile for people. Staff comments included, “I believe if you are not willing to go above and beyond in this job then you shouldn't be doing it” … I do what I need to” and “We all genuinely care for our clients and look at them in a holistic way.”
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Since the previous inspection, the registered managers (who are also the providers) have continued to develop and improve the service. This had led to improved outcomes for people and a high level of support. The registered managers worked in partnership with other professionals and organisations to share best practice and work closely together in a seamless service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (report published 14 September 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
The service provides personal care and support to older people in their own homes. The service currently covers the rural surrounding areas of Bideford.
At the time of our inspection, the service provided a service to approximately 14 people. The times of people’s visits ranged from one hour to one and quarter hours. The frequency of visits ranged from one visit per week to 21 visits per week dependent upon people’s individual needs. The service employed three care workers, two of whom were employed and one who was self-employed.
The service has two joint registered managers who were present during the inspection. A registered manager is a person who has registered with the 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 2008 and associated Regulations about how the service is run.
People and relatives expressed satisfaction with the management of the service, knew the registered managers well and spoke highly of the care workers. They valued the close, friendly and loving friendships that have developed. People felt staff often went ‘the extra mile’ for them and were complimentary of the service. One relative commented, “They (staff) are angels without wings … we have fallen on gold here.”
The service cared for people and their relatives by keeping them at the heart of the service. The focus was to deliver care in a compassionate, kind, caring and respectful way. Feedback from people and relatives was unanimously complimentary and very positive comments received. For example, “I couldn’t live without them … I thank God every day for them … life took a decision for me and sent these girls to me … it’s very special having people you like who do anything I ask”, “If you took them (care workers) away from me, I’d be ‘pushing up the daisies’ … they are my lifeline” and “Would always highly recommend Rural Care. We feel very confident with the care given.
The service provided a high level of care to people towards the end of their life. They liaised with the local specialist hospice to home health care team to provide the appropriate care and support to enable people to remain in their own homes if they wished. They worked closely with the family and other professionals. One care worker said, “This is what my job is all about.” A care professional said, “They are very dedicated … I wouldn’t hesitate to let them look after me … they strive for such a high standard.”
People benefitted from care workers who were safely recruited, trained and supported to do their jobs properly. They felt the care was very good and there were never any missed visits. People felt their needs, preferences and wishes were the focus of the service and the care workers who supported them. They received consistent care from a small team of staff who knew them well and also cared for their family members. Meaningful and strong relationships had developed over time. Comments included: “The staff are absolutely amazing"; “The staff are brilliant, so kind and helpful”; “We very much appreciate the sensitive, good humoured but professional care provided”, and “They are kind, thoughtful and cheerful.”
Care and support was planned and focussed on people’s individual needs, choices and preferences. The minimum care visits offered was one hour which the registered managers believed was necessary to give quality care. The service responded positively and quickly to any changes in people’s conditions. People and relatives gave us examples of how the service had responded to meet people’s individual needs.
People’s independence was promoted and people were encouraged to do as much for themselves as possible. People were assisted to eat and drink meals of their choice. Medicines were given in a safe way by staff who had been trained.
The safety of the service was taken seriously and the providers and care workers were aware of their responsibility to protect people’s health and well-being. There were systems in place to ensure any identified risks were managed and reduced as much as possible.
Rural Care had operated for almost a year and was managed jointly by the two registered managers who were also the registered providers. They both had several years of health and social care knowledge and experience in the local area. People, staff and relatives were complimentary about the style and leadership of the service and spoke highly of the registered managers. The service was open and inclusive and regular feedback was sought.
The provider had a range of quality monitoring systems in place and a range of audits. People knew how to raise any concerns or complaints and felt confident to do so.