He Reigns Healthcare Services Ltd

Updated 15 May 2021

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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

Our inspection was completed by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. The service had a manager registered with the Care Quality Commission. 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

This inspection was announced. We gave the service 24 hours' notice of the inspection. This was because it is a small service and we needed to be sure the registered manager would be available to support the inspection. We also needed to obtain the consent from people using the service and relatives to be contacted by us to obtain feedback on their experience of using the service.

The inspection activity started on 25 March 2021 by visiting the provider's office to meet with the registered manager. We then made phone calls to people using the service, their relatives and staff, and inspection activity ended on 2 April 2021.

What we did before the inspection

We reviewed the information we had received about the service since they registered with us, including any statutory notifications received. We had not asked the provider to send us a 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. We used all of this information to plan our inspection

During the inspection

We spoke with one person who used the service and two relatives about their experience of the care provided. We spoke with three members of staff plus the registered manager and office staff. We reviewed a range of records. These included care and staff records and records relating to the management of the service.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We also spoke with a representative from the local authority.

Updated 15 May 2021

About the service

HE Reigns Healthcare Services Ltd is a domiciliary care service. The service provides personal care to people living in their own homes. At the time of the inspection ten people were receiving 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. At the time of the inspection some people were receiving support which did not include care and we did not review the care they received.

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

Risks to people, such as those relating to the care they received, were suitably managed. The provider checked staff were suitable to work with people through recruitment checks. There were enough staff to support people safely. Staff followed suitable infection control practices, including the safe use of personal protective equipment (PPE) to reduce the risk of COVID19 transmission, and received training on this. Staff supported people with their medicines safely.

Staff received a suitable induction, in line with national standards, with ongoing training and support on how to meet people’s needs. People were supported to maintain their health and staff were trained to check people’s pressure areas daily where appropriate. People received food and drink of their choice. 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.

People and their relatives were very positive about the staff who supported them and developed good relationships with them. People received consistency of care from staff who knew them well. Staff treated people with dignity and respect. People were involved people in their care and their care plan were based on their individual needs and preferences. The provider listened to and responded to any concerns or complaints which were raised.

A registered manager was in post who understood their role and responsibilities, as did staff. A clear hierarchy was in place and staff felt well supported by the management team. People, visitors and staff told us the service was well-led and the provider engaged well with them. The registered manager had sufficient oversight of the service and carried out a range of checks to ensure standards remained suitable.

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

Rating at last inspection

This service was registered with us on 1 February 2019 and this was the first inspection.

Why we inspected

This inspection was prompted in part due to concerns received about infection prevention and control, communication and staff recruitment. A decision was made for us to inspect and examine those risks. We found no evidence during this inspection that people were at risk of harm from these concerns. Please see the safe and well-led sections of this full report.

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.