Background to this inspection
Updated
11 September 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service eight days’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 13 August 2019 and ended on 14 August 2019. We visited the office location on 13 August 2019.
What we did before the inspection
We reviewed the information we had received about the service. We sought feedback from the local authority and professionals who work with the service. We used this information to help plan our inspection.
We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
During the inspection
We spoke with six people and four relatives on the telephone and visited four people with two relatives in their home. At the registered office we spoke with three staff, the registered manager, the nominated individual, who was also the Managing Director. The nominated individual is responsible for supervising the management of the service on behalf of the provider. The CEO of Respectful Care was also present at the office.
After the inspection
We spoke with two further social care professionals who have involvement with the service.
Updated
11 September 2019
About the service
Respectful Care is a domiciliary care provider providing personal care to people living in their own homes, so they can live as independently as possible.
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. There were 23 people receiving regulated care activity at the time of the inspection.
People’s experience of using this service and what we found
People were very complimentary about the registered manager and care staff.
There were enough staff to effectively meet the current packages of care which supported people’s needs. People were supported by staff who had the knowledge and skills to ensure they were safe from harm. Risk assessments had been completed; to assess and reduce any risks associated with required support. Staff were recruited in line with best practice. Medicines were managed safely, and staff ensured clear infection control practices. The provider had reflected on incidents, and lessons had been learned.
People were supported by a regular team of care staff, they said they generally received their calls on time. People were confident care staff had received appropriate training to meet their needs; this was in line with best practice and current guidelines. When people required support with their nutritional needs this was recorded and reflective of the individual’s needs.
The care was provided by kind and caring staff and people told us they treated them with respect. Care plans reflected the individuals needs and any communication needs were identified and supported along with any cultural or religious needs. Care staff understood the importance of respecting people’s diverse needs and promoting independence.
The provider worked in partnership with other agencies to make sure people received the right care and support. Health care was promoted, and staff worked in partnership with health and social care professionals.
The provider ensured that any complaints had been responded to, and people and staff were encouraged to give feedback.
There was a range of improvements made by the management team since the last inspection, to demonstrate the service was now well led. Auditing and quality assurance processes were more robust and the service was now working within the principles of the Mental Capacity Act. 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.
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 Requires Improvement (published 19 September 2018).
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.