Background to this inspection
Updated
16 October 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes. The service can provide support to adults of all ages, including people with physical disabilities, sensory impairments or those living with dementia.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 25 February 2020 and ended on 27 February 2020. We visited the office location on 25 February 2020.
What we did before the inspection
Before the inspection, we reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We looked at the notifications we had received for this service. Notifications are information about important events the service is legally obliged to send us within required timescales.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report and used all of this information to plan our inspection.
During the inspection
We received feedback from four people who used the service and nine relatives about their experience of the care provided. We received feedback from three professionals who had contact with the service. Their comments have been incorporated into this report.
We spoke with seven members of staff including the registered manager, nominated individual, care staff and members of the management team. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records including four people’s care records, medication records and five staff files. We also reviewed a variety of records relating to the management of the service, including policies and procedures.
Updated
16 October 2020
About the service
Right at Home is a domiciliary care agency. It provides personal care and support to people who live in their own home.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. At the time of the inspection, the service was providing personal care support to 53 people.
People’s experience of using this service and what we found
People received a personalised service from a well-led team of staff. The management team and all staff we met were passionate and committed to providing high-quality, person-centred care.
Staff demonstrated the values of the organisation very well in the care and support they provided.
People received a service which met their needs to a high standard, and often exceeded people’s expectations.
The management team ensured high standards which reflected best practice were consistently achieved and improvements were made promptly where necessary. Audits and compliance checks were embedded in the service and these supported the team to make sure quality and safety were closely monitored and standards maintained.
Staff were highly motivated to support people to develop or maintain skills and independence and achieve exceptionally positive outcomes for people. The staff we spoke with were kind and caring, and treated people with dignity and respect.
People and relatives routinely expressed their views and preferences. Feedback about the service was very positive overall. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People felt safe when being supported by the provider. Systems and processes were in place to safeguard people from the risk of abuse. Staff understood their responsibilities and received regular training to ensure people were safe. Where risks had been identified, assessments were in place and action was taken to manage risks where possible.
Staff were safely recruited, and sufficient staff were in place to support people. Staff received relevant induction, training and support, and were competent to carry out their role. Any concerns were addressed promptly by members of the management team.
People were supported to access to routine and specialist healthcare services where necessary to ensure they received timely care which met their needs. Staff worked in partnership with a range of other organisations to improve and develop Right at Home (East Bristol).
People’s needs and preferences were assessed before they received support from the service, and these were regularly reviewed. Care plans gave guidance to staff about what people could do for themselves and how best to provide support.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 17 August 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.