Rapid Improvement Care Agency

We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

This comprehensive assessment was undertaken looking at all quality statements under the 5 key questions. The assessment was brought forward due to emerging risk. This was because we received information of concern about the quality and safety of the home care service people were provided.

The last rating for this service was good (published 10 October 2024). Following this assessment, the services overall rating remains good.

However, we did identify some concerns in relation to the effectiveness of how the provider operated their governance systems which had failed to identify or address the issues we found at this assessment including, how they managed medicines record keeping, end of life care and reporting notifiable incidents. In addition, the provider did not always routinely analyse the outcome of audits and feedback or develop action plans based on their findings to drive improvement. We discussed these issues with the provider at the time of our assessment who agreed a time specific action plan to address all the failures described above.

Staff understood what abuse and neglect was and how to raise safeguarding concerns. The provider worked with people and their families to plan care and identify risks. The suitability and fitness of staff to work in social care had been checked. People received continuity of care from staff who were familiar with their needs, preferences and daily routines. Staff used personal protective equipment appropriately and safe infection prevention and control was managed well.

People’s needs were assessed before receiving any personal care from this provider. Managers and staff worked in partnership with people and their families to develop care plans and consent was always sought.

Staff treated people with dignity and respect. Staff were attentive to peoples expressed wishes and personal preferences in relation to how their personal care was delivered. People were supported to be independent when this was safe for them to do so. Staff supported people to make informed choices. Information was available in easy to understand and accessible formats.

Care plans were updated in response to changes in the person’s needs. Staff adapted support quickly if a person became unwell. The provider encouraged feedback, acted on concerns, and managed complaints appropriately. The provider cared about and promoted the well-being of their staff.