Background to this inspection
Updated
6 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
This 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 and specialist housing.
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 19 April 2021 and ended on 22 April 2021. We visited the office location on 22 April 2021.
What we did before the inspection
We reviewed information we had received about the service since it had registered with the CQC. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with four people who used the service and two relatives about their experience of the care provided. We spoke with five members of staff including the nominated individual, the registered manager, and support workers. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records. This included two people’s care records and risk assessments and two medication administration records. We looked at records in relation to staff training dates, staff supervision dates and workplace observations dates. We also looked at records relating to the management of the service. This included policies and procedures.
Updated
6 May 2021
About the service
Rest Assured Homecare (UK) Limited is a domiciliary care agency providing personal care support to 14 people. This service is provided to both younger and older adults, those living with dementia, a physical disability or people with mental health needs. 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.
People’s experience of using this service and what we found
People felt safe having their care provided by staff at the service. This support gave people reassurance. Risk assessments were in place to identify risks to people’s health and well-being. The service was monitored to review the quality of the service provided and identify areas needing improvement. A new computerised care record system was about to be introduced soon, so that even more individualised detail to guide staff about people’s risks could be recorded. There would also be clearer guidance for staff around peoples ‘as required’ medicines. Staff told us they had time and made time to read and understand people’s care plans and risk assessments. This would help ensure safe and effective care was given.
The registered manager was aware of the incidents required to be notified to the CQC. They told us that to date no incidents had occurred.
Staff were punctual, people told us, and staff stayed at the care call visits for the correct amount of time or longer. Most people administered their own prescribed medication. Where staff assisted with medicines there were no concerns. People’s end of life wishes were recorded.
Staff had a complaints process to follow if a complaint or concern was raised. The nominated individual told us there had been no formal complaints about the service. People confirmed that if they made a suggestion or had a minor concern these were resolved quickly and to their satisfaction.
Staff had a series of recruitment checks completed to try to ensure they were of a suitable character to support people. Staff had induction training and specialist training to develop their skills and knowledge. Staff had supervisions and workplace observations to check their confidence and competency. Appraisals for staff were in the process of being completed.
Staff helped people maintain their independence as far as practicable. This was helped by using equipment and technology. Staff promoted and maintained people’s privacy and dignity. Staff were kind and listened to and respected people’s wishes. People were asked for their feedback on the staff who supported them, and staff were also asked for their feedback on the service.
The nominated individual and registered manager worked in conjunction with up to date guidance from external health and social care organisations. They also worked with external health and social care professionals to try to ensure a person’s well-being. People’s personal information was held securely within the office. Information was available in different formats to help aid with people’s understanding. People and their relatives told us communication with staff who supported them, staff in the office and the registered manager was good. They confirmed they felt involved in decisions around their family members care.
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.
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 3 September 2019 and this is the first inspection.
Why we inspected
This is the first inspection since the service registered with the CQC on 3 September 2019.
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.