Royalcare Ashford

Royalcare Ashford is a domiciliary care agency which provides care and support to people living in their own homes. At the time of our inspection there were nine older people using the service. Not everyone who used the service received personal care. The Care Quality Commission (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

Complaints had not been consistently managed in a professional and transparent manner. People had not always received an apology when something could have been done better. Following a complaint, the provider was supported by health care professionals and an external consultant to update the complaints policy and improve the investigation process. We identified a reportable incident which had not been submitted to CQC in line with guidance.

People said they were supported by regular staff who arrived on time and stayed the time they needed to. People were happy with the support they received and told us staff were kind, patient and caring.

People were supported by staff who had been recruited safely. Staff completed regular training to keep their skills and knowledge up to date. Staff competencies were checked to make sure they were working in line with best practice.

People were protected from the risks of abuse, discrimination and harm. Their health, safety and welfare were assessed, and measures were in place to reduce any risks. When people were supported with their medicines, this was managed safely. Staff wore face masks and aprons when required and were able to access stock as they needed to.

People’s care needs were assessed and their protected characteristics, under the Equality Act, were considered. Care plans were developed with people, and when required, with input from their relatives. People’s life history and important people and things in their life were recorded. This helped staff get to know people. People’s privacy and dignity were respected, and their independence encouraged and promoted.

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.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture. The service was not supporting anyone living with a learning disability at the time of the inspection.

Right support: Model of care and setting maximises people’s choice, control and Independence

People were encouraged to remain as independent as possible. People were supported to make choices and to discuss their goals. Staff spoke with empathy and compassion about the people they supported.

Right care: Care is person-centred and promotes people’s dignity, privacy and human rights

People received care which centred on their individual needs and preferences. A holistic approach, considering people’s physical, emotional, psychological and social care needs were assessed. People’s privacy and dignity were respected, and their human rights protected.

Right culture: Ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives

The management team and staff worked as a cohesive team and followed the provider’s values of ‘Care, Attentiveness, Respect and dignity and Empowerment’ were shared by the staff team. People, their relatives and staff spoke positively about the management team.

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 13 November 2020 and this is the first inspection.

Why we inspected

This was a planned inspection based on our inspection programme.

We have found evidence that the provider needs to make improvements. Please see the safe and well-led sections of this full report. You can see what action we have asked the provider to take at the end of this full report.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.

We have identified a breach in relation to reporting significant events at this inspection.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.