Rainbow Trust Children's Charity 5

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.

We received extremely positive and consistent feedback about the service from children and their families. Parents felt the service went above and beyond and staff were extremely experienced at looking after people needs. Children and their families received care that was based around their individual needs and that was personalised.

Parents felt their children were safe with the charity. Risks to children were minimized through appropriate risk management. There were plans in place for foreseeable emergencies. Parents supported their children with medicines so staff were not involved in this.

Relevant recruitment checks were conducted before staff started working at the service to make sure they were of good character and had the necessary skills. Staff had received training in safeguarding children and knew how to identify, prevent and report abuse.

The service was extremely responsive to children's and their family's needs. Staff asked parents how they could support them and this ranged from taking the child out who was unwell, taking the child's siblings out, to supporting the whole family in the home. Parents we spoke with felt able to complain although they had not had cause to. The service had a complaints procedure in place but had not received any complaints. They had received compliments and letters of thanks.

The service had introduced new initiatives to support children and their families by having sibling's days at local theme parks, and arranging support sessions at local hospitals and running support groups.

Staff completed a wide range of training and felt it supported them in their job role. New staff completed an induction before being permitted to work unsupervised. Staff told us they felt supported and received regular supervision to discuss areas of development. Staff meetings were held regularly. There were sufficient numbers of staff to maintain the schedule of care visits to meet people's needs.

The registered manager promoted a positive culture that was open, inclusive and empowering. Staff felt supported by the registered manager and were able to give their views on the service as well as suggest any improvements.

All the parents we spoke with told us they were cared for with kindness, compassion and sensitivity. Care plans provided comprehensive information about how families wished to receive care and support. This helped ensure people received personalised care in a way that met their individual needs.

National surveys allowed children and their parents to provide feedback which was used to improve the service. They were encouraged to be involved in developing the service and were asked their views and opinions regularly.

The five questions we ask about services and what we found