We carried out a review of the data available to us about Right Care (Lancashire) Limited 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 Care (Lancashire) Limited, you can give feedback on this service.
At our last inspection on 8 October 2015 we found there were no breaches of legal requirements and the service was rated good. At this inspection, we found the service remained good.
Right Care (Lancashire) Limited is a domiciliary care agency which provides personal care to people living in their own homes in Burnley and the surrounding areas. The service is mainly provided to older people with needs relating to old age, including dementia. The agency office is situated close to the town centre on the edge of a residential estate and is easily accessible to both staff and people using the service.
People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for people supported in their own homes; this inspection looked at people’s personal care and support. At the time of the visit there were 68 people who used the service.
We gave the service 48 hours’ notice of the inspection visit because it is domiciliary care service and the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.
At the time of the inspection the service did not have a registered manager. A new manager had been employed from October 2017 and an application to register them with CQC had been forwarded. 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 using the service consistently told us they felt safe and staff were caring and treated them well. They told us staff were like their family and they trusted them implicitly. People told us they had consistency of staff, which helped them to feel safe. Safeguarding procedures were in place and staff understood their responsibilities to safeguard people from abuse. Potential risks to people's safety and wellbeing had been assessed and managed. People received their medicines safely.
Staff were recruited following a safe process. People received care and support from a consistent team of staff with whom they were familiar. Staff arrived on time and stayed for the full time allocated. People spoke positively about the staff that supported them and told us they were always treated with care, respect and kindness. Staff had developed good relationships with people and were familiar with their needs, routines and preferences.
Staff had sufficient knowledge and skills to meet people's needs effectively. New staff completed an induction programme and all staff were provided with regular mandatory training, supervision and support. Staff felt they were supported by the management team and told us they enjoyed working for the agency.
People were involved in the development and review of their care plans and were involved in any discussions and decisions about their care. Staff had clear and up to date information about people’s needs and wishes and there were systems in place to respond when their needs changed.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and procedures supported this practice.
People were supported with their healthcare needs as appropriate. People were supported with their dietary needs in line with their care plan. Staff supported people to access the local community and to pursue their leisure interests in line with their care plan.
People had no complaints about the service they received or about the staff that provided their care and support; they were aware of the complaints procedure and processes and were confident they would be listened to should they raise any concerns.
People made positive comments about the leadership and management of the agency. Systems were in place to monitor the quality of the service and people’s feedback was sought and acted upon in relation to the standard of care and support.
We carried out an announced inspection of Right Care (Lancashire) Limited on the 8 and 9 October 2015.
Right Care (Lancashire) Limited provides personal care and support and domestic services to people living in their own homes in Burnley and the surrounding areas. The service is mainly provided to older people with needs relating to old age, including dementia. The office is situated close to the town centre, just off a main road, on the edge of a residential estate. It is therefore easily accessible to both staff and service users. At the time of the inspection the service was providing support to 80 people.
At the previous inspection on 9 October 2013 we found the service was meeting all the standards assessed.
The service was managed by a 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 we spoke with indicated they were happy with the service they received from Right Care (Lancashire) Limited. They said, “I am thankful for the care”, “I am very happy; I get a very good service” and “Everyone is very friendly and kind.”
People told us they felt safe using the service and had no concerns about the way they were treated or supported. One person told us, “I feel (my relative) is looked after very well and is in safe hands.” Risks to people’s well-being were being assessed and managed. Staff were aware of the signs and indicators of abuse and they knew what to do if they had any concerns.
Satisfactory processes were in place for people to receive safe support with their medicines and appropriate recruitment checks were completed to ensure staff were safe to support people. There were systems in place to ensure all staff received initial training, ongoing development, supervision and support.
Arrangements were in place to maintain staffing levels to make sure people received their agreed care and support. People told us, “They arrive on time and stay as long as they should do”, “I have never been let down yet”, “They are mainly the same staff; always a familiar face” and “If they are running a bit late they let me know.” People made positive comments about the staff team. One person said, “Staff are brilliant.”
People told us they had agreed to the support and care provided by the service. People were aware of their care plans and said they had been fully involved with them and the ongoing reviews.
Processes were in place to monitor and respond to people’s health care needs. Where appropriate people were supported with eating and drinking.
Staff were knowledgeable about people’s individual needs, backgrounds and personalities. They were familiar with the content of people’s care plans. People told us staff gave them privacy whilst they undertook aspects of personal care, but remained nearby to maintain their safety. People were supported to maintain and build their independence skills both within their own home and as appropriate, in the community.
There were effective complaints processes in place. The people we spoke with were aware of the service’s complaints procedure and processes and were confident they would be listened to.
People told us the service was ‘managed well’ and was ‘well organised’. There were processes to monitor and develop the service in consultation with the people who used them.
Everyone we spoke with said they were satisfied with the service. They praised their carers for having the right skills and attitude and for giving good care. People said the service was reliable, with carers being punctual and not letting them down. People also said they nearly always had a regular group of carers who only changed when necessary. People made the following comments: "The service is very reliable, the carers are punctual and we're a hundred percent happy", "I know all the carers and new ones are always come with those we know' and "They (the carers) are really good; they're all lovely".
Staff told us they had been recruited properly and all the necessary checks had been undertaken before they started work. They also said there were good training opportunities and they felt sufficiently trained and competent in their work.
All the people we spoke with said they were satisfied with the service. They all praised their carers for having the right skills and attitude and for giving good care. People said the service was reliable, with carers being punctual and not letting them down. People also said they knew all the carers who supported them and that changes to their team of carers were only made when necessary. People made the following comments: "I personally think the service is excellent; the carers who come are excellent", "I usually have the same carers; I know them all now', "They (the carers) know what to do without asking" and "I like them all; they will do anything for me".
Staff told us there were good training opportunities, and that the manager always agreed to them having further training if they felt they needed it. Staff felt well supported and supervised.
People said they were involved with the planning of their service and recalled being
involved in the initial setting up of the service and in subsequent reviews. A family carer said, "They came round to work things out". Another said, "Someone came round to do a review". Some people also recalled completing service quality monitoring questionnaires.
All people spoken with, both (family) carers and service users were satisfied with their
service and the quality of care at the present time. A service user said, "They (the carers) are all very good and they look after me". A family carer said, "We are satisfied with the service and he (the service user) looks forward to them coming - he is very happy with everything". Another said, "The carers are all very good", and, "We have no complaints whatsoever".
Most said they had a regular group of care workers who they knew. Two people said there were 'hiccoughs' and problems at first. These were about the times of visits and large numbers of carers involved with their support, some of whom were unknown to them when they first called. Both said the manager had dealt with the issues promptly when they reported them, and that generally things had improved. However both said they still had a relatively large group of carers, and that sometimes people who they didn't know turned up. The manager agreed to further address these issues.
Most said the care workers were reliable and punctual. One family carer said, "They are good time keepers". Another said, "The service is punctual, reliable and flexible". People also told us their care workers always turned up.
All people that we spoke with said they had a care plan in their home and notes in which
the care workers reported what they had done. People also said that their needs and support was reviewed and that staff ' from the office' telephoned and visited to check on their care needs.
Staff who we spoke with felt they had good training opportunities and were well supported by the senior staff. There were formal supervision and monitoring systems, such as 'spot checks' and appraisals, and also informal systems. The agency office was situated close to a main road, on the edge of an estate, and accessibel to staff. They called in frequently to meet and talk to the senior staff