# Rely Care Agency Limited

Rely Care Agency Limited is a CQC-regulated home-care agency in Worcester.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 16/04/2019

## Practical info

- Postcode: WR2 6BA
- Registered manager: Tongue, Sarah-Louise
- Local authority: Worcestershire
- Region: West Midlands
- City: Worcester
- Last CQC check: 16/Apr/2019 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Management supported staff professional development, including end of life care and NVQ Level 3 training.
  - Published: 2020-01-29
- Finding
  - Evidence: Provider engaged with external networks including Skills for Care, CQC, local authority commissioners and provider forums.
  - Published: 2020-01-29
- Finding
  - Evidence: Robust quality audit systems including spot checks, monthly record reviews, and six-monthly review meetings.
  - Published: 2020-01-29
- Finding
  - Evidence: Open and positive organisational culture with staff feeling listened to and morale described as excellent.
  - Published: 2020-01-29
- Finding
  - Evidence: Complaints were handled promptly, with lessons learned and process improvements implemented.
  - Published: 2020-01-29
- Finding
  - Evidence: People's dignity, privacy and independence were actively promoted, including in community settings.
  - Published: 2020-01-29
- Finding
  - Evidence: Care plans were detailed, regularly reviewed every six to eight weeks, and updated promptly when needs changed.
  - Published: 2020-01-29
- Finding
  - Evidence: Mental Capacity Act principles were understood and applied; consent was recorded in care plans.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received regular training and supervision linked to family feedback and observed practice.
  - Published: 2020-01-29
- Finding
  - Evidence: Consistent staffing with familiar cover for holidays and sickness, ensuring continuity of care.
  - Published: 2020-01-29
- Finding
  - Evidence: Care staff demonstrated knowledge of safeguarding signs and procedures, with a clear escalation process to the local authority and CQC.
  - Published: 2020-01-29
- Finding
  - Evidence: Relatives felt care staff kept their family members safe and were confident leaving staff in their homes unsupervised.
  - Published: 2020-01-29
- Finding
  - Evidence: Communication needs identified and accommodated, including large fonts, audio and braille versions of care plans.
  - Published: 2019-07-06
- Finding
  - Evidence: Registered manager engaged with national best practice guidance from NICE, Skills for Care and CQC.
  - Published: 2019-07-06
- Finding
  - Evidence: Electronic, encrypted care records backed up weekly, protecting confidentiality and enabling real-time updates.
  - Published: 2019-07-06
- Finding
  - Evidence: Regular informal reviews to assess whether support continues to meet people's needs.
  - Published: 2019-07-06
- Finding
  - Evidence: Support workers encouraged to request additional training beyond role requirements; responsive management.
  - Published: 2019-07-06
- Finding
  - Evidence: Service selectively accepts referrals only where it can offer a distinctive, personalised service.
  - Published: 2019-07-06
- Finding
  - Evidence: Strong family culture with high staff retention and mutual respect between management and support workers.
  - Published: 2019-07-06
- Finding
  - Evidence: Personalised, consistent staffing with a regular support worker and a named backup for each person supported.
  - Published: 2019-07-06

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-122138077

HomeCare Compass is an independent guide and is not affiliated with the CQC.