Rising Care Services Ltd was rated Requires improvement overall at its first inspection, with Safe, Effective and Caring rated Good but Responsive and Well-led rated Requires improvement due to weaknesses in complaints handling, care plan reviews, MCA assessments and quality monitoring. The registered manager was responsive to findings and began addressing shortfalls during and after the inspection.
Concerns (6)
moderate
Complaints handling
: “Whilst a complaints policy was in place people and relatives did not receive formal responses and outcomes of investigations undertaken.”
moderateCare planning: “there were no formal arrangements or timescales in place for reviewing people's plans of care. Records showed previous care plan reviews had been sporadic and unstructured.”
moderateConsent / capacity: “mental capacity assessments and best interest decisions required more detail to show how judgements were reached.”
moderateGovernance: “Whilst audits were in place action was not always taken when shortfalls were identified... these actions had previously been identified in April and May 2022 audits.”
moderateLeadership: “This meant the service management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care.”
minorRecord keeping: “The audit also identified several other actions including improvement needed to recordings of daily notes.”
Strengths
· Care workers were kind, caring and treated people with dignity and respect
· People reported feeling safe and protected from abuse and avoidable harm
· Staff were safely recruited with appropriate pre-employment and DBS checks
· Robust infection prevention and control measures, including PPE and COVID-19 testing
· Medicines were safely managed with PRN protocols in place
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Using medicines safely; Learning lessons when things go wrongGood
safe: Assessing risk, safety monitoring and managementGood
safe: Preventing and controlling infectionGood
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 access to healthcare servicesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their care; respecting privacy, dignity and independenceGood
responsive: Improving care quality in response to complaints or concernsRequires improvement
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesRequires improvement
responsive: Supporting people to develop and maintain relationships and follow interestsGood
responsive: Meeting people's communication needsGood
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; continuous learning and improving careRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringRequires improvement
well-led: Engaging and involving people using the service, the public and staffRequires improvement