The Care Quality Commission (CQC) has rated Respectful Care in Nottinghamshire as outstanding following an inspection in April.
Respectful Care, run by Docmar Limited, is a domiciliary care agency providing personal care to people living with dementia and older people in their own homes. The service was supporting 96 people at the time of this inspection.
The overall rating for the service, as well as the ratings for how safe, effective, responsive and well-led the service is, have improved from good to outstanding. How caring the service is has again been rated as outstanding.
Greg Rielly, CQC Deputy Director of Operations in the Midlands, said:
“At this inspection, we found Respectful Care was committed to providing outstanding care that met people’s individual needs and kept them safe. People were enthusiastic about both the care they received and the staff who supported them. They described a service that focused on going above and beyond, and rather than simply delivering care, one that enhanced it.
“This focus on excellence resulted in many positive outcomes for people who were able to maintain their independence and continue doing things that were important to them. Some examples included staff supporting people to gradually become mobile again, or supporting someone with anxiety to get out into the community. They supported one person who couldn’t date safely using dating apps to attend social events specifically organised for people living with disabilities to meet.
“Staff provided high-quality, personalised care, and understood people’s unique health and care needs. People appreciated having regular and consistent carers who knew them well. Throughout the inspection, staff spoke to the inspection team about people in a compassionate way. How much they cared for and respected the people they supported shone through, which was reflected in the excellent care they delivered.
“The service protected people from the risk of avoidable harm and abuse by working closely with them and their relatives to identify risks and clearly add them to care plans. Staff also identified any risks people faced in their home environment and addressed them.
“Staff worked closely with partners to improve outcomes for people, and the service made sure that people received consistent care when moving between services. Partners told us Respectful Care provided timely information when needed, supporting positive professional relationships. Staff referred people with specific health needs, such as diabetes, to specialist support services.
“Leaders and staff at Respectful Care should take pride in the findings of this report. This is an exceptional service providing care that recognises the people it supports as individuals. Other care agencies should look at this report as an example of best practice.”
Inspectors found:
Staff had the appropriate skills to provide safe and effective care and support. They treated people with kindness and empathy, while protecting their privacy and dignity.
Leaders at Respectful Care showed a genuine care for staff’s wellbeing and personal development. Staff were proud to work for the service, which had a compassionate culture and a strong focus on continuous learning and improvement.
Staff listened to concerns about safety and thoroughly investigated and reported incidents. This enabled them to identify lessons to learn from and areas for improvement.
The management team had the skills, knowledge and experience to lead effectively, and did so with integrity, openness and honesty.
People could share feedback and ideas. They knew how to make complaints if needed.
Staff recognised the diversity in the people they supported and considered their preferences, communication support needs, and cultural, religious or social needs.
