Background to this inspection
Updated
8 October 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
One inspector carried out this inspection.
Service and service type
This service is a domiciliary care agency that provides personal care to people living in their own homes.
The service had a manager registered with the CQC, who also owned the business. 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 48 hours’ notice of the inspection visit because we needed to be sure the registered manager/owner would all be available for us to speak with during our inspection. This two-day inspection started on 16 September and ended on 17 September 2019.
What we did before the inspection
We reviewed all the key information providers are required to send us about their service, including statutory notifications and our Provider Information Return (PIR), which providers are required to send us. A PIR provides us with some key information about the service, what the service does well and improvements they plan to make. We used all this information to help us plan our inspection.
During the inspection
On the first of our inspection we received feedback about this home care agency from two people using the service, six relatives and two care workers we spoke with over the telephone. On the second day we visited the providers office’s and spoke in-person with the registered manager/owner and the deputy manager/senior administrator.
We also looked at a range of records that included four people’s care plans, as well as four staff files in relation to their recruitment, training and supervision. A variety of other records relating to the management of the service, including policies and procedures were also read.
After the inspection
We received email feedback about this home care agency from a community pharmacist who had clients using the service.
Updated
8 October 2019
About the service
Reliable Personnel Limited is a domiciliary care agency that provides personal care and support to people living in their own homes. At the time of our inspection ten people were using the service. Most people using the service were older adults. The service also provided personal care to three younger adults with a learning disability or autism.
Nine out of the ten people 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.
People’s experience of using this service
People told us they remained happy with the home care service they received from Reliable Personnel Limited. A quote we received from a relative summed up how most people felt about this home care agency, “We get the same carers who always arrive on time and treat my [family member] with the utmost kindness and respect.”
Since our last inspection the provider had improved the way they checked the suitability and fitness of their new and existing staff team. People were supported by staff who knew how to prevent and manage risks they might face and keep them safe from avoidable harm. People received continuity of personal care and support from staff who were usually punctual for their scheduled visits and were familiar with their needs and wishes. People received they medicines as they were prescribed. The services arrangements for controlling infection remained effective.
People continued to receive personal care from staff who had completed training that was relevant to their roles and responsibilities. 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. Where staff were responsible for this, people were supported to maintain a nutritionally well-balanced diet. People continued to be supported to stay healthy and well.
Staff continued to treat people with dignity and respect. People were treated equally and had their human rights and diversity respected, including their spiritual and cultural needs and wishes. People were encouraged and supported to develop their independent living skills. Assessments of people’s support needs were carried out before they started using the service.
Care plans remained personalised, which ensured people received personal care that was tailored to meet their individual needs and wishes. People were encouraged to make decisions about the care and support they received and had their choices respected. Managers and staff understood the Accessible Information Standard and ensured people were given information in a way they could understand. People were satisfied with the way the provider dealt with their concerns and complaints. When people were nearing the end of their life, they had received compassionate and supportive care from this agency.
People spoke positively about the way the registered manager ran the service. Governance systems continued to be operated effectively. Managers recognised the importance of analysing and learning lessons when things went wrong. The provider also promoted an open and inclusive culture which sought the views of people using the service, their relatives and staff. This all helped the provider continually improve their service. The provider worked in close partnership with other health and social care professionals and agencies to plan and deliver people’s packages of care and support.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at the last inspection
The last rating for this service was Good (published 14 February 2017).
Why we inspected
This was a planned inspection based on the previous rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Reliable Personnel Limited on our website at www.cqc.org.uk.
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.