Archived: Reablement Care Service

Reablement Care Service is a domiciliary care agency. It provides personal care to people, and works with people to stay or become more independent and confident in their own homes. The service also provides a night care service between the hours of 22.00 and 07.00. Tricuro (the provider) is owned by the Local Authority (BCP & DCC).

People's experience of using this service and what we found

People felt safe. Staff training, and policies ensured people were safe. Staff knew how to recognise signs of abuse and who to report concerns to.

Risk assessments were in place to ensure people's safety. Staff understood the actions needed to minimise the risk of avoidable harm including the prevention of avoidable infection.

Staff supported people to take medicines safely. Staff were trained in medicines management and knew how to ensure that people received their medicines on time and as they had been prescribed.

People received personalised care which was responsive to their individual needs. Staff had an excellent understanding of the care and support people needed and provided this with great care and understanding.

Care plans were person centred, detailed and explained how people liked personal care provided and what activities they enjoyed.

Staff cared about the well being of people they supported and we received positive feedback from relatives and people about the kindness of staff. People described staff as being ‘pleasant, professional and kind’ and they were treated with respect.

There continued to be a range of checks in place to ensure people and staffs' safety. Staff were well supported through training and supervision.

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.

The providers values of empowering, trustworthy, welcoming, innovative and inclusive were embedded in the culture of the service and reflected in all areas of the service, especially from the staff and feedback from people.

The service actively promoted assistive technology to help people to remain independent and safe.

The registered manager continually reviewed the service and sought ways to improve in order to benefit both the people receiving the service and staff. They had built strong relationships with relevant professionals and within the local community to promote learning and to meet people’s needs.

People had access to healthcare services and were involved in decisions about their care wellbeing. Partnerships with other agencies and health professionals enabled effective outcomes for people.

People received personalised care which was responsive to their individual needs. Staff had an excellent understanding of the care and support people needed and provided this with great care and understanding.

The registered manager was readily available to people, relatives and staff. They had an open and honest approach to complaints.

Governance systems and oversight of the service were robust. Issues were identified, and actions taken to address any shortfalls.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 31 March 2017).

The overall rating for the service has remained good. This is based on the findings at this inspection.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.

Home Care/ Reablement provides personal care and support to people who live in their own homes. At the time of our inspection the agency was providing personal care and support to approximately 75 people in their homes.

A registered manager was in post at the time of the inspection. 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.

People’s care and support needs were met. People or their representative informed us that care workers were kind, caring and respectful. People also felt that the agency had worked with them to achieve their goals in regaining their independence.

Staff had been trained in safeguarding adults and were knowledgeable about the types of abuse and how to take action if they had concerns.

Accidents and incidents were monitored to look for any trends where action could be taken to reduce likelihood of recurrence.

Robust recruitment systems were being followed to make sure that suitable, qualified staff were employed in the right numbers for effective running of the service.

Where assistance with medicines formed part of a person’s care package, this was managed safely.

The staff team were suitably trained to provide them with the knowledge and skills for them to fulfil their role effectively.

Staff were well supported through supervision sessions with a line manager, and an annual performance review.

Staff and the manager were aware of the requirements of the Mental Capacity Act 2005 and acted in people’s best interests where people lacked capacity to consent.

People and staff were very positive about the standards of care provided. People were treated compassionately as individuals, with staff knowing people’s needs.

People’s care needs had been thoroughly assessed and care plans put in place to inform staff of how to care for and support people, meeting a requirement made at the last inspection. The plans were person centred, up to date and accurate.

There were complaint systems in place and people were aware of how to make a complaint.

The agency was well led with a positive, open culture.

There were systems in place to audit and monitor the quality of service provided to people.