Archived: Respectful Care Ltd

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection team consisted of one inspector.

Service and service type:

Respectful Care is a domiciliary care agency. It provides personal care to people living in their own homes. The service had a manager registered with the Care Quality Commission. This means that they and the provider were legally responsible for how the service was run and for the quality and safety of the care provided.

Notice of inspection:

We gave the service 48 hours' notice of the inspection visit because the registered manager and staff were often out of the office supporting staff or providing care. We needed to be sure that they would be in. Inspection site visit activity started on 12 June 2019 and ended on 14 June 2019. We visited the office location on 12 June 2019 to see the registered manager and deputy manager and to review care records and related documents. Following the site visit we made phone calls to people, relatives, staff and healthcare professionals to gain their views on 14 June 2019.

What we did before the inspection

We reviewed information we had received about the service since the last 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. We used all of this information to plan our inspection .

During the inspection:

We viewed four people’s care records and medicines records. We also viewed records of accidents and incidents, audits and quality assurance reports, feedback received, staff recruitment files, staff training records and rotas.

After the inspection:

We spoke with two people who were supported by Respectful Care, eight relatives, four members of care staff and two health and social care professionals.

Updated 11 September 2019

About the service:

Respectful Care is a home care agency that provides care and support to adults in their own homes . The service was providing personal care to 27 people.

People's experience of using this service :

The registered manager’s enthusiasm for caring for people was highly infectious and was clearly felt by all who met them. This promoted a high quality and caring culture within the service which achieved positive outcomes for people. All feedback was overwhelmingly positive from people, relatives, health and social care professionals and staff for all aspects of the service . People told us that staff regularly went “over and above” with the support they provided, and health professionals told us that nothing was ever too much trouble.

People felt safe with staff because they knew them well and because they arrived to provide care at the expected time. Pre-employment checks had been completed for all staff to ensure only suitable people were employed. Staff understood how to identify signs of abuse and how to report this. Individual risks were identified, and staff understood how to reduce the risks.

Care staff were well trained, highly caring and competent; and engaged with the provider who empowered them to provide high quality care and support with continuity for people. People were respected. 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. and supported to maintain control of their lives and were involved as much as possible .

The service was highly flexible, and person centred so people could have as much or as little support as they needed. People and relatives told us that they were involved in planning their care. People were supported to communicate in ways which were meaningful to them and staff understood how to communicate with people who did not communicate verbally. People were provided with compassionate care at the end of their lives which supported them to have a pain free and positive death.

People and relatives thought the service was very well managed and they felt comfortable in speaking to the registered manager about any aspects of their care. Surveys completed by people and relatives consistently showed high levels of satisfaction with the care provided and management of the service. Staff felt very supported by the registered manager and said they enjoyed their jobs and took pride in the work they did.

The service met the characteristics of Outstanding in Caring.

Rating at last inspection: Good (report published 21 October 2016).

Why we inspected: This was a planned inspection based on the previous rating.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk