Rural Care (North Devon) Ltd

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, 16 people were receiving care from the service and all received personal care. The service provides care and support to people living in rural areas in the surrounding area of Bideford.

People felt safe and trusted the staff who cared for them. Staff were motivated, passionate and genuinely 'cared' in their roles. A relative said, "From the minute they arrived, the care worker put an arm on my relative's shoulder and said, 'It will be fine'." Another said, "I feel safe with them … nothing they could do is better … the little things make a difference … they are great."

People, relatives and care professionals told us the staff team gave excellent care and were extremely caring, compassionate and kind. Everyone told us the service was well led and were complimentary of the two registered managers. They said, without hesitation, they would recommend the service to others.

People received a very personalised service to meet their specific needs and preferences. Staff worked with people and their families to put together a plan of care which was truly person centred and achieved people's desired outcomes and wishes.

People were protected because risks had been assessed and any measures required put in place. They received their medicines in a safe way and were encouraged to eat and drink well.

People benefitted from a small staff team who knew people extremely well. Staff were consistent and effective and positive relationships had been developed. Families were involved in people's care and told us staff were sensitive and empathetic to their needs as well. Staff identified any responded to changes in people's needs and took the necessary action.

People at the end of their lives received extremely compassionate and loving care. Staff spent time with people and their families at this stage of their lives and treated people with dignity and respect. Looking after people at the end of their lives was regarded as a privilege by the staff team. A relative said, "They are all angels for which I will always hold them very dearly."

Staff were recruited safely, well trained and supported by the registered managers. They were motivated

and passionate in their roles. There was an open and inclusive culture where staff felt valued and included.

Staff regularly went the extra mile for people. Staff comments included, "I believe if you are not willing to go above and beyond in this job then you shouldn't be doing it" … I do what I need to" and "We all genuinely care for our clients and look at them in a holistic way."

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.

Since the previous inspection, the registered managers (who are also the providers) have continued to develop and improve the service. This had led to improved outcomes for people and a high level of support. The registered managers worked in partnership with other professionals and organisations to share best practice and work closely together in a seamless service.