The office inspection took place on 9 October 2017 and was announced. On the 10 October 2017 we contacted people and relatives to obtain feedback about the service they received.

Reagle Home Care Services (RHC) provides personal care and support to people in their own homes in the Middlesex and Hertfordshire area. At the time of the inspection they were supporting 37 people.

The service had a registered manager. 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.

When we inspected this service in October 2016 we found that the provider had failed to ensure there was sufficient evidence to show that the process to recruit staff safely had been followed consistently and there were not adequate systems to monitor and improve the quality of the services provided. At this comprehensive inspection we found there were clear processes in place to recruit staff safely and systems had been put in place to monitor the quality of the service.

People told us they felt safe. Staff had received training in how to safeguard people from potential abuse and knew how to identify the risks associated with abuse.

There were assessments of potential risks to people and how to mitigate them. Further written developments were needed in regard to people whose emotional health and subsequent behaviour might require different ways of support. However, staff were clear on their role and how to keep people safe.

People who used the service and their relatives told us the service was able to meet their needs. People's care and support needs were kept under review to help ensure that they continued to be met.

Staff were regularly supported and valued by the manager and senior staff. They received ongoing training and had regular staff meetings to share any concerns or hear new developments.

People’s consent was sought before care was offered and the registered manager and staff were familiar with the principles of the Mental Capacity Act 2005. Where required people were supported to eat and drink enough to maintain a healthy diet and health professionals were contacted on people’s behalf if needed.

People told us they were treated with dignity and respect and were involved in planning and reviewing their care. People felt their views were listened to and staff supported them as individuals. People’s confidentiality was promoted as records were held securely.

People who used the service felt confident to raise any concerns and were confident that they would be managed appropriately. Staff said that they were fully supported by the registered manager

People spoke positively of the registered manager and how the service was run. There were clear systems in place to monitor the quality of the service. People were asked their feedback of the service and their responses were used to further improve the service.

We carried out an inspection of Reagle Home Care Services (RHC) on 3, 4, and 10th October 2016. This was an announced inspection where we gave the provider 48 hours’ notice because we needed to ensure someone would be available to assist us with the inspection.

Reagle Home Care Services (RHC) provides personal care and support and live in services to people in their own homes in the Middlesex and Hertfordshire area. At the time of the inspection they were supporting 38 people.

This was the agencies first inspection since they registered with the Care Quality Commission in October 2014.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 told us they felt safe with the care they received.

Whilst there was a process to recruit and employ people safely we found there was insufficient evidence to show that the process had been followed consistently.

People’s consent was sought prior to care being delivered. Staff were clear about obtaining consent from people before offering support.

People told us that staff were caring, kind, and that staff respected and promoted their dignity.

People were supported by sufficient numbers of staff. Staff received regular support and had the opportunity to attend meetings.

People were aware of how to make a complaint should they need to. People and their relatives said they would contact the registered manager and were sure they would listen and act on any concerns.

People and their relatives were happy with how they were supported with medicines.

People we spoke with were positive about the management and the ethos of the service.

There were not adequate systems to monitor and improve the quality of the services provided. This is a breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what action we told the provider to take at the back of the full version of this report.