RV Care Limited - Devon

Updated 19 January 2019

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 announced comprehensive inspection took place on 15 and 20 August 2018. The provider was given short notice because the location provides a domiciliary care service and we needed to be sure that someone would be in.

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

Prior to the inspection we reviewed the Provider Information Record (PIR) and the questionnaires sent out by the Care Quality Commission (CQC). The PIR is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We also reviewed the information we held about the service and notifications we had received. A notification is information about important events which the service is required to send us by law.

We spoke to 14 people and eight relatives to ask their views of the service they received. We also spoke with eight members of staff, which included the registered manager. We visited two people in their own homes.

We reviewed three people’s care files, three staff files, staff training records and a selection of policies, procedures and records relating to the management of the service. After our visit we sought feedback from health and social care professionals to obtain their views of the service provided to people. We received feedback from six professionals.

Updated 19 January 2019

This announced comprehensive inspection took place on 15 and 20 August 2018. The provider was given short notice because the location provides a domiciliary care service and we needed to be sure that someone would be in. This was RV Care Limited – Devon’ first inspection since registering with the Care Quality Commission in August 2017.

RV Care Limited - Devon is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community in Honiton and surrounding areas. Not everyone using the service receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection 63 people were receiving ‘personal care.’

There was a registered manager in post. 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 service provided people with exceptional care and support from staff who valued them as individuals. Staff were highly motivated to ensure people received care which was compassionate and kind. People and their relatives praised the care provided by RV Care Limited – Devon. Comments included: “Nothing is too much trouble; the care is exceptional. I am so lucky.” Staff treated people with utmost respect and ensured their privacy and dignity.

People, relatives and staff described the service in outstanding terms. They spoke fondly of the registered manager and their staff team. They felt the service was an inspiration due to how it was run. Comments included: “Exceptionally well run” and “Very good service from highly motivated carers, excellent management behind the scenes.”

Without exception, the management team and all staff respected and valued people as individuals and worked with them as partners in their care. They promoted a sense of compassion, kindness and caring for everyone involved within the organisation which extended to people, families, friends and pets.

People received exceptionally personalised care and support specific to their needs and preferences. There was an excellent understanding of seeing each person as an individual, with their own social and cultural diversity, values and beliefs.

The service strived to provide the best possible person-centred care and support for people. One professional commented: “I have been consistently impressed with RV Care they have always been very responsive, caring, thoughtful and person centred.”

RV Care’ ethos is one of life fulfilment and people leading a meaningful and active life. People were encouraged to engage in meaningful activities to aid both their physical and emotional well-being.

People were supported to have a peaceful, comfortable and dignified end of life care in line with national best practice guidance.

The registered manager was forward thinking. They provided strong leadership; were a good role model for all staff and drove up excellent practice to provide people with opportunities. They had established a service where staff were clear about the values and ethos of the service.

RV Care had a positive culture that was person-centred, open, inclusive and empowering. Staff were motivated and proud of their service.

Staff were supported to reach their true potential. They were encouraged to obtain additional qualifications and suggest training which would benefit the people they supported. The service was creative in how they ensured staff had the necessary information to support them in their roles.

There was excellent partnership working with other health and social care professionals. Comments from professionals included: ‘In my opinion RV Care provide a gold standard service to those lucky enough to be working with them’ and ‘I cannot praise the care and professionalism more highly.’

The management team strived to provide the best possible service for people. A number of effective methods were used to assess the quality and safety of the service people received and changes and improvements were made in response.

People felt safe and staff demonstrated a good understanding of what constituted abuse and how to report if concerns were raised. Measures to manage risk were as least restrictive as possible to protect people’s freedom. People’s rights were protected because the service followed the appropriate legal processes. Medicines were safely managed on people’s behalf.

There were effective staff recruitment and selection processes in place. Staffing arrangements were flexible in order to meet people’s individual needs. Staff received a range of training and regular support to keep their skills up to date in order to support people appropriately.

There were regular opportunities for people and people that matter to them to raise issues, concerns and compliments.