Real Care Agency

1. To support people’s health, safety and wellbeing, the provider should ensure that personal plans and risk assessments are accurate, up to date and fully reflect people’s current needs and the care being delivered. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state: "My personal plan is right for me because it sets out how my needs will be met, as well as my wishes and choices." (HSCS 1.15). "I experience high-quality care and support because people have the right information about me." (HSCS 3.19).

1. To support a culture of continuous improvement, the provider should develop an outcome-based service improvement plan, including clearly defined actions with measurable outcomes and realistic timescales for completion. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: "I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes." (HSCS 4.19).

1. To support effective communication, shared learning and consistent practice, the provider should ensure there are regular opportunities for team meetings. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS), which state that: "I have confidence in people because they are trained, competent and skilled, are able to reflect on their practice and follow their professional and organisational codes." (HSCS 3.14).

2. To support positive experiences and communication, the provider should ensure that people experiencing care are informed of any changes to staffing arrangements or visit schedules in a timely and respectful way that is in line with their preference. Any changes to rotas should be recorded. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: "I am fully informed about my care and support and any changes that affect me." (HSCS 2.11). "I experience high-quality care and support that is right for me." (HSCS 1.19).

3. To ensure people receive information in a way that is clear, accessible and meaningful to them, the provider should review how information regarding rotas and staffing arrangements are communicated with people, to ensure this is available in a format that meets individual preferences. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: "I am fully informed about my care and support in a way that I can understand." (HSCS 2.11). "I experience high-quality care and support that is right for me." (HSCS 1.19).

1. To ensure continuous improvement and support better outcomes for people, the service should develop more robust systems for self-evaluation and stakeholder engagement. This includes actively seeking and incorporating the views of people supported, their families, and other relevant stakeholders in the development and review of the service improvement plan. The service should also ensure that feedback and resulting actions are communicated clearly and transparently to all involved. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS) which state: "I can be meaningfully involved in how the organisations that support and care for me work and develop." (HSCS 4.6)

1. To ensure people experience consistently high-quality care and support, the service should implement regular and robust competency checks for all staff. This should include direct observation of practice, feedback on care quality, and opportunities for reflective discussion. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS), which state: “I experience high quality care and support based on relevant evidence, guidance and best practice.” (HSCS 4.11)