We carried out a review of the data available to us about Rest Assured Homecare Services on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Rest Assured Homecare Services, you can give feedback on this service.
We gave the provider 48 hours’ notice of our intention to undertake an inspection. This was because the organisation provides a domiciliary care service to people in their homes; we needed to be sure that someone would be available at the office.
The service is a domiciliary care agency which is registered to provide personal care to people living in their own homes. At the time of our inspection the service supported 29 people.
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.
Medicine records were detailed. Medicines were delivered safely by trained staff who were regularly observed by senior staff to ensure they were meeting the required standards.
The service carried out appropriate risk assessments, including environmental and medicines risk assessments, to guide staff on how to care for people in a safe way.
There were enough staff to deliver care, and staff were recruited safely.
Everyone we spoke with would recommend the service. Staff were positive about the service they provided and the people they supported.
People told us staff treated them with dignity and respect. Staff knew people’s likes and dislikes, and were always conscious that the focus of care had to be what the person wanted, with special consideration given towards people’s personalities and beliefs.
People’s needs were assessed to identify what support could be provided. Care records were person centred, and gave consideration to their personal choices and religious and cultural needs.
Staff were given a comprehensive induction to prepare them for their role and training was refreshed annually, with the opportunity for staff to request additional training when they felt this would improve their skills.
People told us the service was reliable and staff responded to their needs appropriately, for example if a person did not want a visit at a particular time for personal reasons this was always respected.
Staff were knowledgeable about how to prevent people from risk of harm and how to report safeguarding incidents appropriately.
There was a positive working culture, staff told us they were supported by a senior team who worked closely with them and conducted regular supervisions, appraisals and spot checks.
The registered manager and staff we spoke with understood their responsibility in accordance with the Mental Capacity Act 2005.
There was a complaints process which was advertised in people’s care plans. People told us they were confident they would speak up if they had concerns or complaints.
There were robust systems in place to monitor and improve service delivery.
The service is registered to provide personal care to people living in their own homes. At the time of our visit the service supported 30 people.
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.
Medication records did not contain all of the information staff needed to ensure people received their medicines as prescribed.
Prior to the commencement of the service staff from the service completed environmental risk assessments of the person’s home. There were risk assessments in place for people who used the service but they did not always contain information staff may need to support a person safely. For example information about how to support a person with their nutrition and fire risks.
Assessments were undertaken to identify people’s care needs. Care records contained information about the person's likes, dislikes and personal choices and how to support the person to maintain their independence.
People told us staff were reliable and flexible. They told us the service told them if their support would be delayed and they said staff who supported them were people they knew.
There were systems and processes in place to protect people from the risk of harm. Staff were aware of the different types of abuse and what would constitute poor practice.
Staff told us the registered manager was supportive. Staff had received regular and recent supervision and an annual appraisal. The majority of staff training was up to date. Staff told us they had received training which had provided them with the knowledge and skills to provide care and support.
Effective recruitment and selection procedures were in place and we saw appropriate checks had been undertaken before staff began work.
The registered manager and staff we spoke with had an understanding of the principles and their responsibilities in accordance with the Mental Capacity Act (MCA) 2005.
People and family members told us staff treated people with dignity and respect. People told us staff were caring and spent time listening to them.
People were provided with their choice of food and drinks which helped to ensure their nutritional needs were met. Staff at the service worked with other healthcare professionals and families to support people with their health needs.
The registered provider had a system in place for responding to people’s concerns and complaints. People told us they knew how to complain and felt confident staff would respond and take action to support them.
There were systems in place to monitor and improve the quality of the service provided. Staff told us the service had an open, inclusive and positive culture.
Breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 were found during this inspection. You can see what action we told the provider to take at the end of this report.
We looked at the care plans of four people who used the service. We saw risk assessments had been carried out and were designed to reduce the risk of harm to the person and the staff. The manager told us they carried out annual audits of their service and we saw the outcomes from the latest audit, which were complimentary about the service.
The people we spoke with told us they, "Get to do more now" and they felt they were treated with respect.
We looked at staffing records and the recruitment process and saw staff were recruited in a fair and non-discriminatory way.
We saw that all confidential records were stored correctly and locked away when not being used. The people who used the service told us they had their own records which they looked at.
We looked at the Statement of Purpose which showed the aims and objectives of the company, this was clear and concise.
We looked at the care plans of five people who used the service. They were tailored to meet the needs of the individual and were very descriptive. We saw that risk assessments had been carried out and were designed to reduce the risk of harm to the person and the staff.
The people we spoke with told us that they received 'excellent support' and they felt they were 'treated with respect'.
The staff we spoke with told us that they enjoyed working there. They felt 'happy with the support' and the 'training is good'
We saw that staff had received training in safeguarding and were able to tell us what they would do if they had any concerns about the care and support given. The people we spoke with told us they felt safe and would know what to do if they had any concerns.
The registered manager told us that they carried out annual audits of their service and we saw the outcomes from the latest audit, which were complimentary about the service.