Rawi Care UK Ltd

Updated 17 August 2022

Inspection team

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

The inspection was carried out by one inspector with the support of an interpreter.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

Inspection activity started on 22 June and finished on 15 July 2022.

We gave the service 48 hours’ notice of the initial inspection call. This was to ensure the provider would be available to speak with us.

What we did before the inspection

We reviewed information we held about the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.

We used all of this information to plan our inspection.

During the inspection

We spoke with the registered manager and a company director. We spoke with one person who used the service and attempted contact with two relatives of another person. We spoke with two care workers.

We reviewed information relating to the care and support for two people who used the service and records of recruitment, training and supervision for two care workers. We looked at policies and processes and records relating to audit and oversight of the service.

Updated 17 August 2022

About the service

Rawi Care UK is a domiciliary care agency. The service provides personal care to older people. At the time of our inspection there were two people using the service.

People’s experience of using this service and what we found

People told us they were treated with dignity and respect by their care workers. A person told us “I cannot speak highly enough of [my care worker], she’s someone who cares for me.”

People benefitted from consistent staff who knew their needs well and could communicate using the same language. Care workers understood how to treat people with dignity and respect and people were supported to be involved in planning and speaking up about their care. The provider understood what was important to people, such as their wishes and needs for care and what they liked doing.

People were safeguarded from abuse and poor treatment by staff who understood their responsibilities to detect and report abuse. Risks to people’s wellbeing were assessed with appropriate measures in place to keep people safe. Staff were recruited safely.

Care workers received the right training and supervision to do their roles. The registered manager checked staff’s skills and knowledge to ensure they could perform their roles safely and effectively. The provider carried out detailed assessments of people’s needs and wishes for care and used this to plan people’s care with them. Care workers responded to people’s changing needs and provided extra support and reassurance when people needed it.

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.

The registered manager promoted a positive culture, engaging well with people who used the service and care workers. The provider carried out regular checks on people’s care and made sure people were satisfied with the service they received.

For more information, please read the detailed findings section of this report. If you are reading this as a separate summary, the full report can be found on the Care Quality Commission (CQC) website at www.cqc.org.uk

Rating at last inspection:

We registered this service on 19 February 2021 and this was the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Recommendations

We have made a recommendation in relation to how the service assesses people’s capacity to make certain decisions for themselves. We will check if the provider has acted on any recommendations at our next comprehensive inspection.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.