Respectful Care

Updated 9 December 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

The inspection was carried out 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

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 17 November 2021 and ended on 19 November 2021. We visited the office location on 17 November 2021.

What we did before inspection

We reviewed information we hold about the service. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the 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. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with two people who used the service and five relatives about their experience of the care provided. We spoke with six members of staff including the registered manager, managing director, and care workers.

We reviewed a range of records. This included four people’s care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 9 December 2021

About the service

Respectful Care is a domiciliary care agency. It provides personal care to people living in their own homes in the community. At the time of our inspection there were 58 people receiving care and social support.

Not everyone 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. At the time of our inspection 29 people were receiving personal care.

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

People received a service which was person centred and met their needs. People spoke highly of the service they or their family member received. People we spoke with felt involved in the service and relatives felt communication was good.

The provider had systems in place to safeguard people from the risk of abuse. Staff received training in safeguarding and knew what action to take if they suspected abuse.

The provider ensured staff wore personal protective equipment (PPE), and were mindful about infection prevention and control. All people we spoke with told us staff wore PPE and left their home clean and tidy. Accidents and incidents were recorded, and action taken to mitigate future incidents.

Risks associated with people's care were identified and managed in line with people's needs and preferences. People's medicines were managed safely. The provider ensured sufficient staff were available to support people in line with their assessed needs.

People were supported to have maximum choice and control of their lives and staff them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff received appropriate training to help them carry out the duties they were employed to perform. Staff felt supported by their managers. Staff felt valued and told us everyone was part of the team and as important as each other. Staff were recruited safely, and pre-employment checks were carried out.

We found people had been referred to appropriate professionals when required to ensure their needs were met.

Care plans were person centred and offered staff guidance about how to support people. Staff knew people well and assisted people to maintain their independence.

The provider had effective systems in place to monitor the quality of the service. This process helped identify any concerns or areas for improvement and gave clear actions to rectify them in a timely way.

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

Rating at last inspection

The last rating for the service at the previous premises was good (published on 7 August 2018).

Why we inspected

This was the first inspection of a newly registered service.

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.