Reigate Senior Care Ltd is a domiciliary care agency that is part of the wider Home Instead Senior Care group. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. Not everyone using Reigate Senior Care Ltd receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection the service provided a regulated activity to10 people.

There was a registered manager in post at the time of the inspection. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 were supported on the inspection by the registered manager and the senior management team.

At the last inspection, the service was rated Good. At this inspection we found the service had improved in the Caring and Well Led domains. We have rated Reigate Senior Care Ltd ‘Outstanding’ overall.

Staff found ways to make sure that every person using the service were at the heart of the care they provided. The service was a family run business and people and staff felt that they were part of the provider's family. People were treated as individuals whose life and experiences mattered to the staff. The manager and staff went out of their way to ensure that people and their relatives were comforted and looked after in a kind and compassionate manner and treated with dignity and respect. One member of staff said, “It’s important to listen to people and be part of their world.” People and relatives were at the centre of decision making about their care.

People and their relatives placed great value on the friendships that they developed with staff. They felt that staff went beyond all expectations in the care that staff provided. Staff would often visit people on their day off to say hello and to spend social time with them. Relatives fed back that using the services had a huge positive impact on theirs and their family member’s lives.

The service had a strong, visible person centred culture and was exceptional at helping people to live their lives to the fullest. People, their relatives and staff told us the registered manager and all of the senior staff were caring, friendly and approachable. The registered manager and senior management took a personal interest in people and knew them well. The registered manager worked in partnership with people's families and outside organisations to improve the care and support people received. The registered manager had systems in place which monitored health and safety and the quality of people's support. The systems were responsive and had led to changes being made. The registered manager was proactive with regard to how people's support could be improved.

People told us that they felt safe with staff. Staff understood risks to people’s care and what they needed to do to reduce the risks of injuries to people. Staff had received training in how to safeguard people and what they needed to do if they suspected abuse. Before staff started work checks were undertaken to ensure that they were suitable.

There were sufficient numbers of staff employed at the service and systems were in place to ensure that there were no missed calls to people. People’s medicines were managed in a safe way by staff. Staff followed best practice with regards to infection control.

In the event of an emergency such as bad weather there were plans in place to ensure that people’s care was prioritised. Accidents and incidents were recorded and actions were taken to reduce the risk of these re-occurring

This was an announced inspection that took place on 5 November 2015.

Reigate Senior Care is a franchise of Home Instead Senior Care. The agency provides personal care services to people in their own homes. At the time of our inspection four people were receiving personal care service from the agency.

The agency 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 and associated Regulations about how the service is run. The registered manager (who was also one of the directors) assisted us with the inspection.

A relative told us that they were confident that their family member was protected with Reigate Senior Care supporting them. The agency had good systems in place to ensure that people’s property was kept secure and that only those who needed access had the ability to do so. For example, in relation to staff having access to people’s house keys.

People were safeguarded from abuse. Staff were knowledgeable about their individual roles and responsibilities in keeping people safe. They understood what they should do if they suspected abuse was taking place. They also understood about protecting people’s rights in accordance with the Mental Capacity Act 2005. Where people were at risk this was identified and guidance was available for staff in how to help keep people safe from potential risks.

An assessment of people was carried out before offering them a service. This included a full assessment of the care they needed, any associated risks associated, their environment and any equipment or specialist conditions. Care staff had a good understanding of the need to highlight any changes to people so that a review of care could be undertaken.

The agency had good recruitment systems in place which helped to ensure only suitable people worked for Reigate Senior Care. Staff endeavoured to match people with the right care staff to ensure that people received the support they needed and expected. A relative told us that the agency had never missed a call and they could rely on them.

Care staff were trained in the administration of medicines and where people required assistance with their medicines this was carried out appropriately. Staff received other training relevant to their role and the needs of the people they were caring for.

People benefitted from the support of skilled and experienced staff to meet their needs. New staff underwent a thorough induction and received on-going training. Staff had the opportunity to meet with their line manager on a regular basis to discuss all aspects of their work.

Staff provided people with a personalised service that focused on them as individuals and not just a list of tasks. Staff ensured people’s privacy and dignity were always respected. People could adjust their care to enable them to maintain their own routine as much as possible. Staff recognised the need for people to continue with their hobbies and interests and to be as independent as possible. Staff supported people to do this.

The agency was small which meant the registered manager knew each person personally. Staff told us they could approach the registered manager at any time and she would listen to them. They said they felt totally supported by her.

The registered manager had good management oversight of the agency. They were able to monitor where staff were, whether or not they had arrived at a person’s home on time and if they stayed the correct length of time according to a person’s care plan. Quality assurance checks were carried out with people within set timescales from commencement of receiving care from the agency. Staff had regular supervisions and ‘spot checks/shadowing’ to ensure they were following best practice.

Complaints information was available to people and an annual satisfaction survey was carried out by an independent organisation. Relatives were impressed with the quality of care and said they could think of, “No improvements.”

The agency operated with an open and inclusive culture in which feedback was ongoing and regularly sought. Due to the small nature of the agency, the registered manager had a relationship with each person who received a service. People and their relatives were confident that if they had any concerns, they would be listened to and resolved quickly.