This inspection took place on 22 and 27 November 2018 and was announced.

We last inspected this service in September 2017. We were unable to provide a rating for the service as the provider was not providing sufficient service to demonstrate they were able to meet the regulations. At this inspection, we found the service provided had increased and sufficient evidence was available to enable us to provide a rating.

RHS24 Care Registered Office is a domiciliary service, providing care and support to people in their own homes within Leicester and surrounding areas. Not everyone using RHS24 Care Registered Office 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. The service supports older people and younger adults. At the time of our inspection, there were seven people using the service.

There was 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.

People’s risks had been assessed most of the time. Further improvement was required to ensure potential risks people were exposed to had been identified, risk assessments were in place, reviewed regularly, and updated as needs change. Behaviour management strategies, did not always provide the detail or the measures staff needed to take to keep people safe.

Accidents and incidents were recorded. However, there was no evidence these were analysed and action taken to protect people from the risk of further harm.

Staff had completed training to enable them to safeguard people from poor care and abuse and were confident in how to report concerns.

Staff recruitment procedures ensured that appropriate pre-employment checks were carried out to ensure only suitable staff worked at the service. Staffing levels were suitable to meet people's needs, and the staffing rotas showed that staffing was consistent.

Staff supported people in a way which prevented the spread of infection. Staff used the appropriate personal protective equipment to perform their roles safely.

People's needs and choices were assessed and their care provided in line with their wishes and preferences. Staff completed training that was relevant to their role and received support from the registered manager. This supported staff to gain the skills and knowledge they needed to meet people's needs.

People were supported to have enough to eat and drink and maintain their nutritional health if required. People were supported to access health services when required to make sure they maintained their health and well being.

Staff demonstrated they understood the principles of the Mental Capacity Act 2005 (MCA). People, and appropriate representatives were involved in making decisions about their care.

People had developed positive relationships with staff who were kind and caring. Staff treated people and their relatives with respect and protected people's right to be treated with dignity and have their privacy maintained at all times. Staff understood people's individual needs which supported people to be involved in their care.

People, their relatives and representatives were consulted and involved in all aspects of their care and were able to make changes to how their care was provided. Care plans were regularly reviewed to ensure they reflected people's current needs.

People, their relatives and representatives knew to raise concerns and complaints and were confident these would be listened to and acted upon.

Quality monitoring systems and processes were in place and audits were taking place within the service to i

RHS24 Care provides personal care for adults living in their own homes in the Leicester area. The service, whilst being inspected, has not been rated because at the time of the inspection a service to one person was being provided. This meant that we had insufficient information to determine the level of service that people received.

This was our first inspection of this service since they registered with us.

There was 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.

The person we spoke with felt safe using the service. The registered manager and staff understood their role and responsibilities to keep people safe from harm. Risks had been appropriately assessed and staff had been provided with clear guidance on the management of identified risks. There were enough staff to provide care safely and support the person. Checks were carried out on staff before they started work to assess their suitability to support people who use care and support services.

Staff received regular training and support to enable them to meet the person's needs. The registered manager and staff understood the principles of the Mental Capacity Act (MCA) 2005 and worked to ensure the person's rights were respected.

The person we spoke with was mostly supported by a consistent team of staff who knew them well. Staff were attentive, caring and treated the person with dignity and respect. The person was involved in the planning of their care and supported to make decisions and choices in how they wished their care needs to be met.

Staff who provided regular care to the person demonstrated that they knew the person well. Care plans and care records recorded tasks to be completed but did not include detail on how the person preferred their care and support to be provided. This meant that staff who were not familiar with the person's needs did not have the guidance they needed to provide personalised care. The person was aware of how to make a complaint and felt comfortable raising concerns or complaints if something was not right.

The person and staff we spoke with were positive about the leadership and management of the service. The person was happy with the quality of the service and was provided with opportunities to share their views on the care provided.

The registered manager and staff had developed positive relationships with the person and supported them to share their views about the service. Minimal formal and recorded checks were being undertaken. Further developing checks and audits would give the registered manager even greater assurance about the quality of the service being provided.