This was an announced inspection that took place on 5 November 2015.
Reigate Senior Care is a franchise of Home Instead Senior Care. The agency provides personal care services to people in their own homes. At the time of our inspection four people were receiving personal care service from the agency.
The agency 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 and associated Regulations about how the service is run. The registered manager (who was also one of the directors) assisted us with the inspection.
A relative told us that they were confident that their family member was protected with Reigate Senior Care supporting them. The agency had good systems in place to ensure that people’s property was kept secure and that only those who needed access had the ability to do so. For example, in relation to staff having access to people’s house keys.
People were safeguarded from abuse. Staff were knowledgeable about their individual roles and responsibilities in keeping people safe. They understood what they should do if they suspected abuse was taking place. They also understood about protecting people’s rights in accordance with the Mental Capacity Act 2005. Where people were at risk this was identified and guidance was available for staff in how to help keep people safe from potential risks.
An assessment of people was carried out before offering them a service. This included a full assessment of the care they needed, any associated risks associated, their environment and any equipment or specialist conditions. Care staff had a good understanding of the need to highlight any changes to people so that a review of care could be undertaken.
The agency had good recruitment systems in place which helped to ensure only suitable people worked for Reigate Senior Care. Staff endeavoured to match people with the right care staff to ensure that people received the support they needed and expected. A relative told us that the agency had never missed a call and they could rely on them.
Care staff were trained in the administration of medicines and where people required assistance with their medicines this was carried out appropriately. Staff received other training relevant to their role and the needs of the people they were caring for.
People benefitted from the support of skilled and experienced staff to meet their needs. New staff underwent a thorough induction and received on-going training. Staff had the opportunity to meet with their line manager on a regular basis to discuss all aspects of their work.
Staff provided people with a personalised service that focused on them as individuals and not just a list of tasks. Staff ensured people’s privacy and dignity were always respected. People could adjust their care to enable them to maintain their own routine as much as possible. Staff recognised the need for people to continue with their hobbies and interests and to be as independent as possible. Staff supported people to do this.
The agency was small which meant the registered manager knew each person personally. Staff told us they could approach the registered manager at any time and she would listen to them. They said they felt totally supported by her.
The registered manager had good management oversight of the agency. They were able to monitor where staff were, whether or not they had arrived at a person’s home on time and if they stayed the correct length of time according to a person’s care plan. Quality assurance checks were carried out with people within set timescales from commencement of receiving care from the agency. Staff had regular supervisions and ‘spot checks/shadowing’ to ensure they were following best practice.
Complaints information was available to people and an annual satisfaction survey was carried out by an independent organisation. Relatives were impressed with the quality of care and said they could think of, “No improvements.”
The agency operated with an open and inclusive culture in which feedback was ongoing and regularly sought. Due to the small nature of the agency, the registered manager had a relationship with each person who received a service. People and their relatives were confident that if they had any concerns, they would be listened to and resolved quickly.