We carried out a review of the data available to us about Reliance Community Care Limited on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Reliance Community Care Limited, you can give feedback on this service.
Reliance Community Care Ltd is a domiciliary care agency providing personal care to people living in their own homes. The service supported 35 people at the time of our inspection. Not everyone who used the service received personal care. 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.
People’s experience of using this service and what we found
The timings of staff visit was not always as agreed at people’s assessment. The provider had not made sufficient improvement on this issue since our last inspection. Care plans contained information and guidance for staff to meet people’s needs. They were reviewed regularly to reflect people’s current needs.
People were safe. The provider had safe recruitment protocols. Medicines were managed safely. Staff had guidance to report abuse or reduce the risk of people coming to harm.
Staff were trained and knowledgeable to fulfil the requirements of their role. They supported people to meet their nutritional needs and access health care professional when required.
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.
Staff were kind and compassionate. They treated people with dignity and respectful. They took steps to promote people’s right to privacy and enabled them to be involved in decisions about their care.
The registered manager demonstrated a good understanding of their regulatory duties. They maintained a good oversight and leadership of the service. They had systems in place to monitor the quality of care people received and used this to improve the standard of care.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 26 October 2016).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
Carlton House provides personal care to people living in their own homes in Leicester and Leicestershire. Care is provided to people with a range of needs, including physical disabilities and complex health conditions. 26 people were using the regulated service at the time of our inspection.
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 and their relatives told us that the service provided to them was safe. Staff had been provided with the knowledge to protect people from harm and knew what actions to take in line with safeguarding procedures. Potential risks to people had been assessed, such as risks associated with people's health conditions and their living environment. Risk assessments recorded the measures in place to manage the potential risks.
Staff had undergone a robust recruitment process before they worked with people who use care services. Staff had received induction and training that equipped them to support people safely. All staff were supported through unannounced spot checks, supervisions and observations of working practices.
People were prompted to take their medication where their plan of care had identified that the person required support from staff. We found people's medicines were managed safely.
People made decisions about their care and support needs. The registered provider followed the requirements of the Mental Capacity Act 2005 (MCA). Care staff sought consent before they helped people and respected people's choices and decisions.
People's care plans reflected the support they required including support to meet their health and nutritional needs. This helped to ensure people received effective care which recognised and promoted their independence.
People did not always receive consistency in care from all staff and care was not always provided in a timely way. People told us of the impact that frequent late calls had on their care and well-being. The provider was aware of people's concerns and had already begun to make improvements to staff timekeeping and consistency in care staff.
People's care plans were person centred, detailed and written in a way that described their individual care, treatment and support needs in detail. These were regularly evaluated and updated. People using the service and those who were important to them were actively involved in deciding how they wanted their care, treatment and support to be delivered.
People and their relatives were confident to make a complaint or express concerns to the registered provider. The provider's complaints procedure required updating to include relevant internal and external contact details to support people to purse their complaint.
There were systems in place to enable staff to feedback on people's needs and support people and their relatives to share their views on the care they received. We found the registered provider had systems in place to monitor the quality of the service and drive the improvement and development of the service. People and staff told us and records confirmed that regular home visits were carried out by the management team who checked on their well-being and monitored the care provided by staff.