Raynet Recruitment Agency Ltd

The support people received, enabled them to live safely and enjoy their lives. This was because risks to people were assessed and monitored. The agency reported, investigated and recorded accidents and incidents and safeguarding concerns. Suitable numbers of appropriately recruited and trained staff were available to meet people's needs.

The agency understood and carried out its responsibility to ensure people or their representatives consent to care and treatment in line with law and guidance.

People and their relatives were very complimentary about the way staff provided them with care and support with attention to small details making all the difference. People's rights to privacy, dignity and confidentiality were respected by staff. They were encouraged and supported to be independent and do the things, they could, for themselves. This promoted their self-worth and improved their quality of life. The agency provided staff who were very friendly, caring, and compassionate. They were also passionate about the people they provided a service for and the way they provided it.

People received person centred care and had individualised care plans that detailed their assessed needs, which were reviewed. People and their relatives were supported to decide how and when their needs were met. People were provided with suitable information to make their own decisions and end of life wishes were identified, if appropriate and adhered to. People's communication needs were met. Complaints were

recorded, investigated and learnt from.

The agency culture was very open, honest and positive with transparent leadership and management. Its vision and values were clearly defined, understood by staff and followed. Areas of responsibility and accountability were identified, staff understood them and were prepared to accept responsibility on the ground and report any concerns they may have to the management, in a timely way. Service quality was constantly reviewed, and the agency made real changes to continually improve the care and support people received. This was in a way that best suited people and included IT systems that enabled the agency to run smoothly and improve people's experience of it. Audits were carried out, records kept up to date and performance shortfalls identified and acted upon except some medicine documents. The agency had well- established working partnerships that promoted a seamless service through co-operation with other healthcare professionals, people's participation and minimised social isolation. Registration requirements were met.

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.