RMHCare Ltd

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People who used the service were confident in the ability of care workers to keep them safe. There were safeguarding systems and processes to support care workers to understand their role and responsibilities to protect people from avoidable harm. There were effective systems and processes in place to minimise risks to people. Care workers underwent appropriate recruitment checks before they started to work at the service. There were sufficient staff to meet people's needs safely. The service had processes in place to reduce the risk of infection and cross contamination. There were systems in place to ensure proper and safe use of medicines. Care workers had received medicines training.

Care plans were detailed and person-centred. People receiving care had their needs assessed across a wide range of areas and care plans included guidance about meeting their needs. Care workers understood the Mental Capacity Act 2005 (MCA) and we found that people's consent was sought before the service provided care to them. Care workers were aware of the need to assess people's capacity to make specific decisions. Care workers were supported to have the skills and knowledge to carry out their role. They had received an induction before they could provide care to people. This was followed by regular training and support. People were supported to have sufficient amounts to eat and drink. Their care plans contained detailed information about food and drink.

Care workers had regular supervisions. They also received spot checks to monitor their performance when caring for people. Those who had been at the service for longer than 12 months had also received an appraisal. People receiving care were respected by staff and treated with kindness. People consistently described care workers in complimentary terms such as kind, compassionate, caring, and respectful.

People were involved in their care. Care plans reflected people's needs, likes and dislikes and had been reviewed on a regular basis to ensure they remained up to date. Care workers knew people well and were able to describe to us how people liked to be supported. There was a complaints procedure which people and their relatives were aware of. People were provided with a service user guide that gave details of the

process for reporting a complaint. People felt they would be listened to if they needed to complain or raise concerns. The Accessible Information standard was understood by the management team.

There were effective governance arrangements. There were systems to assess, monitor and improve the quality of the service provided.

The five questions we ask about services and what we found