We carried out a review of the data available to us about Right at Home (Bristol East) on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Right at Home (Bristol East), you can give feedback on this 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.
The inspection was announced. The provider was given 48 hours' notice because we wanted to make sure the registered manager and staff would be available to speak with us. The inspection was carried out by one adult social care inspector.
There was a registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider. 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.
We last inspected the service in March 2015. At that time we found no breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 or the Health and Social Care Act 2008 (Registration) Regulations 2009.
Since our last inspection Right at Home (Bristol East) had grown in size and was now providing personal care to over 50 people. The registered manager was now supported by a care manager, with two care co-ordinators overseeing care staff who were called ‘care givers’.
At the last inspection the service was rated Good overall.
At this inspection we found the service remained Good.
It was clear to us the provider, registered manager and staff had worked hard to further develop the quality and safety of the service provided to people.
Why the service is rated good:
People received a service that was safe. The registered manager and staff understood their role and responsibilities to keep people safe from harm. Risks were assessed and plans put in place to keep people safe. There was enough staff to safely provide care and support to people. Checks were carried out on staff before they started work to assess their suitability to support vulnerable people. Medicines were well managed and people received their medicines as prescribed.
The service was effective in meeting people’s needs. Staff received regular supervision and the training needed to meet people’s needs. The registered manager, provider and staff understood the principles of the Mental Capacity Act (MCA) 2005 and, worked to ensure people's rights were respected.
People received a service that was caring. They were cared for and supported by staff who knew them well. Staff treated people with dignity and respect. People’s views were actively sought and they were involved in making decisions about their care and support.
The service was exceptionally responsive to people’s needs. People received person centred care and support. People were encouraged to make their views known and the service responded by making changes. The provider and registered manager welcomed comments and complaints and saw them as an opportunity to improve the care provided.
People benefitted from a service that was well led. The vision, values and culture of the service were clearly communicated to and understood by staff. The provider had implemented a programme of ‘planned growth’ that had been well managed. A comprehensive quality assurance system was in place. This meant the quality of service people received was monitored on a regular basis and where shortfalls were identified they were acted upon.
Right at Home (Bristol East) is a domiciliary care agency that provides care and support to people in their own homes.
The inspection was announced. We gave the provider 48 hours notice of the inspection. We did this to ensure staff would be available at the service. At the time of the inspection the service was providing personal care to 10 people.
There was no registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider. The provider had informed CQC when the previous registered manager left. They had appointed an interim manager who had applied to CQC to become registered manager.
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 were safe because staff understood their role and responsibilities to keep people safe from harm. They knew how to raise any safeguarding concerns. Accidents and incidents affecting people were closely monitored and appropriate action taken to reduce the likelihood of a reoccurrence. People were supported to take appropriate risks and promote their independence. Risks were assessed and individual plans put in plans to protect people from harm. There were enough skilled and experienced staff to meet people’s needs. Staff underwent employment checks before working with people to assess their suitability.
The service was effective because staff had been trained to meet people’s needs. Staff received supervision and appraisal aimed at improving the care and support they provided. People were supported to maintain their independence. Staff understood their roles and responsibilities in supporting people to make their own choices and decisions.
People received a caring service because staff treated people with dignity and respect. People were actively involved in planning the care and support they received.
The service was responsive because the care and support provided was personalised. People and their relatives were appreciative of staff adapting the care and support to meet their requirements. Staff providing care and support were familiar to people and knew them well. The service made changes in response to people’s views and opinions.
People received a service that was well led because the interim manager, provider and senior staff provided good leadership and management. The values, vision and culture of the service was clearly communicated. The quality of service people received was continually monitored and any areas needing improvement identified and addressed.