This announced inspection took place on 7 June 2018. At our previous inspection on 6 April 2017 there was only one person using the service. Therefore, we were not able to rate the service against the characteristics of inadequate, requires improvement, good and outstanding. We did not have enough information about the experiences of a sufficient number of people using the service to give a rating to each of the five questions and therefore could not provide an overall rating for the service.

Retons Care and Training Services Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to 19 older adults in the London Borough of Bromley. 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 this inspection we found improvement was required because risk assessments for falls and medicines were not carried out. Where risks to people were identified, risk management plans did not always have detailed guidance in place for staff on how to manage these risks safely.

People did not have protocols in place for their 'as required' medicines (PRN). The provider did not have effective processes in place to monitor the quality of the service as they had not identified the issues we found at this inspection. Following the inspection the provider submitted documentation to show us that they had taken action to address our concerns.

The service had a registered manager in post. 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.

There were appropriate safeguarding and whistleblowing procedures in place and staff understood how to safeguard people and how to raise any concerns. There was a system to log accidents and incidents. People were protected from the risk of infection as staff had been trained in infection control. Appropriate recruitment checks took place before staff started work. There were enough staff deployed to meet people's care and support needs.

Staff completed an induction when they started work and they had completed a mandatory programme of training that was relevant to peoples’ needs. Staff were supported through regular supervisions and appraisals. Staff obtained people’s consent before assisting them with their care needs. People's needs were assessed to ensure the service could meet these needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People were also supported to have a balanced diet and had access to a range of healthcare professionals when required to maintain good health.

People told us staff were caring. Staff respected people’s privacy and dignity, and encouraged people to be as independent as possible. People were involved in making decisions about their daily care and support requirements and were provided with information about the service in the form of a service user guide. Staff had received training on equality and diversity. The registered manager said that the service would support people according to their diverse needs where required.

People were involved in planning their care and support needs. People were aware of the provider’s complaints procedure and knew how to make a complaint. Complaints were managed and dealt with in a timely manner. When appropriate, people’s end of life care wishes would be recorded in care plans.

The provider carried out regular spot and competency checks to make sure people were being support

This announced inspection took place on 06 April 2017. We told the provider two days before our visit that we would be coming, as we wanted to make sure that the registered manager would be available.

This was the provider’s first inspection since their registration in October 2015. Retons care and training services Ltd is a domiciliary care service providing personal care to people living in their homes. At the time of the inspection only one person was using the service. Therefore we were not able to rate the service against the characteristics of inadequate, requires improvement, good and outstanding. We did not have enough information about the experiences of a sufficient number of people using the service to give a rating to each of the five questions and therefore could not provide an overall rating for the service.

The service had a registered manager in post. 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.

There were systems in place that ensured people received their care on time, people were kept safe and their needs were met. Safeguarding adult's procedures were robust and staff understood how to safeguard the people they supported. There was a whistle-blowing procedure available and staff said they would use it if they needed to.

Risks to people using the service were assessed and risk assessments provided clear information and guidance for staff. There were systems in place to ensure the safe management, storage and administration of medicines, however at the time of our inspection no one required support with their medicines. There were enough staff deployed to meet people’s needs and the provider conducted appropriate recruitment checks before staff started work. The service had an on call system to make sure staff had support outside the office working hours..

Staff told us that they had completed an induction into the service and had completed mandatory training to help them carry out their role. Records confirmed staff training was up to date. Staff were supported by receiving regular supervisions.

People’s consent was sought before care was provided. The registered manager was aware of the requirements of the Mental Capacity Act 2005 (MCA). At the time of inspection the registered manager told us the person they were supporting had the capacity to make decisions for themselves.

People were supported to prepare meals and staff were available to support people to access health care appointments if needed.

Staff told us that they delivered care and support with kindness and consideration. People were provided with information about the service when they joined. People were involved in their care planning and people's needs were reviewed on a regular basis. Care plans provided clear information for staff on how to support people using the service with their needs. People were provided with the service's complaints procedure.

Regular staff meetings took place and people were provided with opportunities to provide feedback about the service. Staff and people told us they thought the service was well run and that the registered manager was supportive.

There were effective processes in place to monitor the quality and safety of the service and the registered manager recognised the importance of regularly monitoring the quality of the service provided.