Reto Care Limited

Updated 16 February 2023

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out by an inspection manager, an 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 care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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. At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 notice of the inspection. This was because it is a small service and we needed to be sure that a member of staff would be available to support the inspection.

What we did before the inspection

The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.

We used information gathered as part of monitoring activity that took place on the to help plan the inspection and inform our judgements.

We used all of this information to plan our inspection.

During the inspection

Inspection activity started on 1 February 2023 and ended on 3 February 2023. We visited the location’s office location on 1 February 2023.

We spoke with 3 people who used the service and 10 relatives to see if they were satisfied with their care and support. We also spoke with 4 members of care staff, the registered manager and 2 care coordinators.

We looked at the care records of 3 people who used the service. We also looked at records relating to the management of the service. These included staff files, medicine records and quality assurance records to ensure that standards of care were being met.

Updated 16 February 2023

About the service

Reto Care Limited is a domiciliary care agency. The service provides personal care to people with learning disabilities, people who live with dementia, older people, people with mental health concerns, younger adults and people with sensory needs in their own homes. At the time of our inspection there were 30 people using the service.

Not everyone who used the service received personal care. In this service, the Care Quality Commission can only inspect the service received by people who get support with personal care. This includes help with tasks related to personal hygiene and eating. Where people receive such support, we also consider any wider social care provided.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

Based on our review of key questions safe and well led. The service was able to demonstrate how they were meeting underpinning principles of “Right Support, Right Care, Right Culture.

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

Right Support: People were safe and protected from avoidable harm. Detailed risk assessments were in place and regularly reviewed to make sure staff knew how to support people safely. Medicines were managed safely. There were enough staff to meet people's needs and support people in meeting their lifestyle choices. Staff were safely recruited. People were supported to have maximum choice and control of their lives.

Right Care: The support provided focused on people's quality of life. Care delivery was person-centred. Care was planned to meet people's preferences and in a way that met people's individual needs. People and their relatives told us that staff treated them with dignity and respect.

Right Culture: The registered provider had audit systems in place to make sure people were safe and received the support they needed and had a good quality of life. Staff received training appropriate to the needs of the people they supported and understood the mission, visions and values of the service. People had opportunities for their views of the service to be heard.

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 information, please read the detailed findings section of this report. If you are reading this as a separate summary, the full report can be found on the Care Quality Commission (CQC) website at www.cqc.org.uk

Rating at last inspection

At our last inspection we rated the service as requires improvement and we recommended that the provider make improvements in their systems to manage medicines safely and the updating and reviewing of people’s care plans. At this inspection we found that improvements had been made.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.