RHS24 Care Registered Office

Updated 5 January 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked 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.

This inspection took place on 22 and 27 November 2018 and was announced. We gave the service 48 hours’ notice of the inspection visit because it is small and the manager is 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 22 November 2018 when we visited the office location to see the manager and office staff; and to review care records and policies and procedures. The site visit activity finished on 27 November 2018 when we completed telephone calls to people using the service, their relatives and staff.

The inspection was undertaken by one inspector.

Before the inspection we reviewed the information we held about the service. This included any notifications about serious incidents or events in the service that the provider is legally required to tell us about within specific timescales.

During the inspection we spoke with two people who used the service and one relative to gain their views about the service. We also spoke with the responsible individual, the registered manager and two care staff.

We spent time looking at records, including three people's care records, three staff recruitment files, records relating to the day to day management of the service and the provider's policies and quality assurance systems.

Following our inspection, we asked the registered manager to provide us with information pertaining to polices and procedures. They did this in a timely way.

Updated 5 January 2019

This inspection took place on 22 and 27 November 2018 and was announced.

We last inspected this service in September 2017. We were unable to provide a rating for the service as the provider was not providing sufficient service to demonstrate they were able to meet the regulations. At this inspection, we found the service provided had increased and sufficient evidence was available to enable us to provide a rating.

RHS24 Care Registered Office is a domiciliary service, providing care and support to people in their own homes within Leicester and surrounding areas. Not everyone using RHS24 Care Registered Office receives regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. The service supports older people and younger adults. At the time of our inspection, there were seven people using the service.

There was a registered manager in post. 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.

People’s risks had been assessed most of the time. Further improvement was required to ensure potential risks people were exposed to had been identified, risk assessments were in place, reviewed regularly, and updated as needs change. Behaviour management strategies, did not always provide the detail or the measures staff needed to take to keep people safe.

Accidents and incidents were recorded. However, there was no evidence these were analysed and action taken to protect people from the risk of further harm.

Staff had completed training to enable them to safeguard people from poor care and abuse and were confident in how to report concerns.

Staff recruitment procedures ensured that appropriate pre-employment checks were carried out to ensure only suitable staff worked at the service. Staffing levels were suitable to meet people's needs, and the staffing rotas showed that staffing was consistent.

Staff supported people in a way which prevented the spread of infection. Staff used the appropriate personal protective equipment to perform their roles safely.

People's needs and choices were assessed and their care provided in line with their wishes and preferences. Staff completed training that was relevant to their role and received support from the registered manager. This supported staff to gain the skills and knowledge they needed to meet people's needs.

People were supported to have enough to eat and drink and maintain their nutritional health if required. People were supported to access health services when required to make sure they maintained their health and well being.

Staff demonstrated they understood the principles of the Mental Capacity Act 2005 (MCA). People, and appropriate representatives were involved in making decisions about their care.

People had developed positive relationships with staff who were kind and caring. Staff treated people and their relatives with respect and protected people's right to be treated with dignity and have their privacy maintained at all times. Staff understood people's individual needs which supported people to be involved in their care.

People, their relatives and representatives were consulted and involved in all aspects of their care and were able to make changes to how their care was provided. Care plans were regularly reviewed to ensure they reflected people's current needs.

People, their relatives and representatives knew to raise concerns and complaints and were confident these would be listened to and acted upon.

Quality monitoring systems and processes were in place and audits were taking place within the service to identify where improvements could be made.