Archived: Real Quality Care Limited

Updated 14 September 2015

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service and to provide a rating for the service under the Care Act 2014.

We visited the service on 9 July 2015, this was an announced inspection. We gave 48 hours’ notice of the inspection because the service is small and the registered manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in. The inspection team consisted of two inspectors.

Prior to our inspection we reviewed information we held about the service. This included information received and statutory notifications. A notification is information about important events which the provider is required to send us by law. Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.

During our inspection we spoke with three people who were using the service, three relatives, two members of care staff and the registered manager. We looked at the care plans of three people and any associated daily records such as the daily log and medicine administration records. We looked at five staff files as well as a range of records relating to the running of the service such as quality audits and training records.

Updated 14 September 2015

This inspection took place on 9 July 2015. Real Quality Care Limited is a domiciliary care service which provides personal care and support to people in their own home in Nottingham. On the day of our inspection 7 people were using the service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission 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.

Staff took the necessary steps to keep people safe and understood their responsibilities to protect people from the risk of abuse. People received the support required to safely manage their medicines. Risks to people’s health and safety were managed and detailed plans were in place to enable staff to support people safely. There were enough staff to meet people’s care needs.

Staff were provided with the knowledge and skills to care for people effectively. People received the support they required to have enough to eat and drink. Where required, staff monitored people’s nutritional intake and acted on any concerns.

The Care Quality Commission (CQC) monitors the use of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS). The provider was aware of the principles of the MCA and how this might affect the care they provided to people. Where people had the capacity they were asked to provide their consent to the care being provided.

Positive and caring relationships had been developed between staff and people who used the service. People were involved in the planning and reviewing of their care and making decisions about what care they wanted. People were treated with dignity and respect by staff who understood the importance of this.

People were provided with care that was responsive to their changing needs and staff were aware of people’s care needs. People felt able to make a complaint and knew how to do so. The complaints that had been received were responded to appropriately and in a timely manner.

People and staff were asked for their opinions about the quality of the service. There were effective systems in place to monitor the quality of the service and these resulted in improvements where required. The culture of the service was open and honest and the registered manager encouraged open communication.