Ribble Care Limited

At our last inspection we rated the service Good. At this inspection we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection. However, the rating for Well-Led has deteriorated from Good to Requires Improvement.

Ribble Care Limited is a domiciliary care agency providing support and care to people in their own homes. This may be companionship, domestic help like shopping, or help with personal care, like washing and dressing. The main office is based in Settle, and the agency provides services in Settle and surrounding areas.

Not everyone using the service receives the regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. We also take into account any wider social care provided. At the time of our inspection there were 28 people who used the service for personal care support.

There was a registered manager in post. 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 and associated Regulations about how the service is run.

The provider, who was also the registered manager, spent most of their time carrying out care visits and employed a compliance manager to run the service from the office. However, the provider carried out no formal monitoring of the service to assess quality. This meant the provider could not be certain the systems and processes used by the compliance manager fully promoted the health, safety and welfare of people who used the service.

People who used the service and care staff all spoke positively about the way the service was managed. The compliance manager completed audits of records and monitored staff performance to make sure any issues were identified and acted on promptly.

People told us they felt safe. Care staff understood how to keep people safe and any potential risks were identified and managed. Risk management plans were in place to ensure people’s safe care. Care staff knew how to protect people from risks associated with harm and abuse. Safeguarding procedures and policies were in place. Staff were aware of their responsibilities to identify and report any allegations of abuse to the local authority.

There were sufficient staff to provide the service people needed. Safe recruitment practices were followed. Care workers felt well supported and received appropriate training.

People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible. Care workers understood people needed to consent to their care and were confident they supported people to make their own decisions. People received assistance with meals and healthcare when required. This supported people to maintain their health and well-being.

People told us they were happy with the care they received and were complimentary about the care workers who supported them. People said staff knew them well and treated them with kindness. Staff understood the importance of treating people with dignity and respect and promoting their independence.

People told us they had no complaints and when they had raised any issues, they were dealt with promptly. People were involved in planning of their care and support. Care records were updated as people’s needs changed to ensure care workers were fully aware of their needs. The service liaised with relevant professionals and support services to provide sensitive end of life care.

People told us the care they received was of a good standard and that staff arrived on time. One person told us, 'I know what time to expect them and I can plan my days accordingly.'

The agency had clear systems in place for supporting people with medication and staff were trained in the safe handling of medicines.

People are included and involved in decisions about the care and support they received.

People received safe and appropriate care, which met their needs.

The recruitment process is robust and we saw evidence that only suitable people worked for the agency. All staff told us they thought morale was high. They said the management team were supportive and approachable. They felt there were enough skilled and experienced staff to meet people's needs, we saw evidence of this.

People are given written information about how to raise a concern and have a copy of this process in their home, to refer to.

The provider wrote to us and provided an 'action plan' which told us what they would do to address these shortfalls and that this would be completed before the beginning of December 2012. We found at this visit that improvements had been made and we saw records to confirm this.

We did not speak to people about their experiences as part of this inspection, but did take the opportunity to talk to staff on duty. At the last inspection people who used the service and their representatives spoke very positively about the service they received from Ribble Care.