Background to this inspection
Updated
3 January 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection team consisted of two inspectors.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was announced. We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 21 November 2019 and ended on Monday 2nd December 2019. We visited the office location on 21 November 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection and sought feedback from the local authority. We also used information identified during the last inspection.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection
During the inspection
We spoke with four people and seven relatives, seven members of staff including the nominated individual, registered manager, one senior care worker, three care workers and one staff member responsible for recruitment. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records. This included four people’s care records, medication records and risk assessments. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including quality assurance files, service user questionnaire and staff training, were viewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found from speaking with people.
Updated
3 January 2020
About the service
Rainbow Care Solutions is a domiciliary care agency providing personal care to adults in their own homes. This includes people living with dementia and physical disabilities. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of inspection, the service was providing personal care to 68 people.
People’s experience of using this service and what we found
People were supported by regular care staff who were kind, caring and treated them with dignity and respect. People were usually notified if their care calls were not running on time, and the provider was in the process of introducing a new electronic signing in system which would alert office staff promptly if care calls were delayed. Results of the 2019 annual service user questionnaire showed 100% positive scores for staff making people feel safe and secure.
Staff understood their responsibilities about safeguarding people from abuse and poor practice. Training and development was valued and promoted amongst the staff team and feedback we from staff about their training and ongoing support was positive. Recent changes introduced by the new management team had a positive impact on staff’s experience of working for the service. Staff received supervision to discuss their ongoing training and development needs, and the introduction of regular staff meetings promoted a culture of sharing good practice, key information, and identifying areas for improvement.
People were involved in planning in their care and told us the care they received is what they want, based on their needs, preferences and changes in circumstance. Care staff were responsive to people’s health and wellbeing and found the management team quick to respond to any issues identified with the people they support. People’s views on the quality of service was gathered through regular reviews and an annual quality assurance questionnaire. The management team had a clear set of values and vision for the care they wanted to provide, which was based on good outcomes for people through individualised care.
The provider had robust systems in place for responding to complaints and used them as an opportunity for learning and driving improvements. The registered manager had an open and honest approach in identifying areas of the service that needed improvements as a result of people’s experiences. Since the last inspection changes had been made to the recruitment process and communication amongst the staff team. People spoken with knew how to make a complaint if they wanted to.
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.
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 requires improvement (published 12 December 2018).
Why we inspected
This was a planned inspection based on the previous rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Rainbow Care Solution on our website at www.cqc.org.uk.