This announced comprehensive inspection took place on 15 and 20 August 2018. The provider was given short notice because the location provides a domiciliary care service and we needed to be sure that someone would be in. This was RV Care Limited – Devon’ first inspection since registering with the Care Quality Commission in August 2017.

RV Care Limited - Devon is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community in Honiton and surrounding areas. Not everyone using the service 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 63 people were receiving ‘personal care.’

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 service provided people with exceptional care and support from staff who valued them as individuals. Staff were highly motivated to ensure people received care which was compassionate and kind. People and their relatives praised the care provided by RV Care Limited – Devon. Comments included: “Nothing is too much trouble; the care is exceptional. I am so lucky.” Staff treated people with utmost respect and ensured their privacy and dignity.

People, relatives and staff described the service in outstanding terms. They spoke fondly of the registered manager and their staff team. They felt the service was an inspiration due to how it was run. Comments included: “Exceptionally well run” and “Very good service from highly motivated carers, excellent management behind the scenes.”

Without exception, the management team and all staff respected and valued people as individuals and worked with them as partners in their care. They promoted a sense of compassion, kindness and caring for everyone involved within the organisation which extended to people, families, friends and pets.

People received exceptionally personalised care and support specific to their needs and preferences. There was an excellent understanding of seeing each person as an individual, with their own social and cultural diversity, values and beliefs.

The service strived to provide the best possible person-centred care and support for people. One professional commented: “I have been consistently impressed with RV Care they have always been very responsive, caring, thoughtful and person centred.”

RV Care’ ethos is one of life fulfilment and people leading a meaningful and active life. People were encouraged to engage in meaningful activities to aid both their physical and emotional well-being.

People were supported to have a peaceful, comfortable and dignified end of life care in line with national best practice guidance.

The registered manager was forward thinking. They provided strong leadership; were a good role model for all staff and drove up excellent practice to provide people with opportunities. They had established a service where staff were clear about the values and ethos of the service.

RV Care had a positive culture that was person-centred, open, inclusive and empowering. Staff were motivated and proud of their service.

Staff were supported to reach their true potential. They were encouraged to obtain additional qualifications and suggest training which would benefit the people they supported. The service was creative in how they ensured staff had the necessary information to support them in their roles.

There was excellent partnership working with other health and social care professionals. Com