Respectful Care Nottingham South

Updated 20 January 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This service is a domiciliary care agency. It provides personal care to people living in their own houses. It provides a service to older adults.

This inspection took place on 7 November 2017 and was announced. The provider was given 48 hours’ notice because the service is a home care agency and the registered manager is often out of the office supporting staff or providing care. We needed to be sure they would be in.

The inspection team consisted of an inspector and an expert-by-experience. Our expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service.

We spoke with seven people who used the service and relatives of six other people. We looked at five people’s care plans. We visited a person to observe how a care worker supported them and to talk with them about their experience of the service. We looked at information about the support that staff received through training and appraisal. We looked at two staff recruitment files to see how the provider operated their recruitment procedures. We looked at records associated with the provider’s monitoring of the quality of the service.

We spoke with the registered manager, two directors, a training manager, a senior care worker and two care workers.

Updated 20 January 2018

The inspection took place on 7 November 2017 and was announced. This was the first inspection of the service since it registered in September 2016.

Respectful Care Nottingham South provides care and support to people who live in their own homes. At the time of our inspection 35 people used the service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider had policies and procedures for keeping people safe. Staff received safeguarding training they put into practice and staff were periodically observed to monitor their practice. The provider had a recruitment procedure that ensured as far as possible that only staff suited to support people who used the service was employed.

People’s care plans included risk assessments of activities associated with their personal care routines. The risk assessments provided information for care workers about how to support people safely without restricting people’s independence.

Enough suitably skilled and knowledgeable staff were deployed to meet the needs of the people who used the service. People told us that care workers were punctual and came at times they expected.

People were supported to take their medicines at the right times.

People were cared for and supported by care workers who had the appropriate training and support to understand their needs. People we spoke with consistently spoke about staff in complimentary and positive terms.

Staff were supported through supervision, appraisal and training. They received training to help them understand about medical conditions people lived with. Staff told us they valued the support that they received because it helped them carry out their roles.

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

Care workers either prepared meals for people or prompted people to make their meals.

Care workers supported people to attend healthcare appointments and to access health services when they needed them.

Care workers were caring and knowledgeable about people’s needs. People were consistently supported by the same care workers. Care workers were `matched’ with people who used the service which supported them to build caring relationships.

People who used the service were involved in decisions about their care and support. They received the information they needed about the service and about their care and support. People told us they were always treated with dignity and respect.

People contributed to the assessment of their needs and to reviews of their care plans. People’s care plans were centred on their individual needs.

People knew how to raise concerns if they felt they had to.

The provider had policies and procedures for monitoring the quality of the service. These were being further developed in expectation of the service providing care and support to more people.