At this first inspection of Rest Assure Care Ltd, a small domiciliary care agency supporting five people, the service was rated Good across all five key questions. Inspectors found safe, personalised care delivered by trained staff, with effective governance, medicines management and an open, person-centred culture led by an approachable registered manager.
Strengths
· People and relatives were happy with care and felt involved in planning and reviewing their own care
· Electronic call monitoring system alerted managers if a care worker did not arrive or was late, and staff arrived on time
· Staff were well supported and trained, with the registered manager (a qualified trainer) offering face-to-face training
· Robust recruitment checks including identity, right to work, references, written tests and interviews
· Personalised care plans recording religious, cultural and communication needs
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies; supporting people to access healthcareGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversity; privacy, dignity and independenceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
responsive: Planning personalised care to ensure choice and control and meet needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: End of life care and supportGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Promoting a positive, person-centred, open, inclusive and empowering cultureGood
well-led: Managers and staff clear about roles; understanding quality, risks and regulatory requirements; duty of candourGood
well-led: Continuous learning and improving careGood