Rynes Healthcare Ltd

Relatives were confident staff supported their family members in a safe way. Personalised risk assessments were in place to help staff support people safely. Staff had received training in safeguarding and knew how to report any concerns about abuse or poor practice. People’s medicines were managed safely. There were enough staff to meet all the agency’s care commitments. The provider had effective systems and processes in place to prevent and control infections.

People’s care had not always been provided in accordance with the Mental Capacity Act 2005 or in their best interests.

People were supported by familiar staff who knew their needs well. Staff understood the importance of providing person-centred care which focused on people’s individual needs and preferences. When necessary, the provider worked effectively with other professionals involved in people’s care.

People’s relatives told us staff were kind and caring. Staff promoted people’s independence and supported them to do as much for themselves as possible. Relatives felt staff responded to people’s immediate needs and provided them with reassurance if they experienced distress. Staff understood the importance of treating people as individuals and respecting their views about their care and support.

People were supported by staff to access care and support from relevant professionals. Staff supported some people to access their local community. The provider complied with the Accessible Information Standard by identifying, recording, flagging, sharing and meeting the information and communication needs of people with a disability or sensory loss. People using the service and their relatives were able to share feedback about their care and told us it was acted upon by staff.

The provider’s quality assurance systems were not effective in ensuring the quality and safety of the service provided.

Staff felt well-supported by the provider and that they would be listened to if they spoke up. The provider promoted a fair and equal culture in the service and staff felt their cultural needs and preferences were met. Staff worked with professionals to promote good health and wellbeing outcomes for people.