Right at Home Exeter & Exmouth Also known as Kintail Care Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated Good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

All the people we spoke with told us staff were kind and caring. Comments included, “They're very kind and caring people,” and “Oh yes, all of them are really nice.”

Staff had a good knowledge of people’s individual preferences and preferred routines and how to support their welfare. Care plans detailed information around people’s family and important information related to their care. It also gave specific details about privacy requirements for people. This helped ensure staff understood what was important to people.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider considered people’s individual preferences and preferred routines around care which were detailed in people’s care plans. Staff treated people as individuals with information in their care plans supporting them to do so. People told us staff asked people what they wanted done and how. The provider made adjustments to meet people’s preferences, such as call times (where possible) and changing staff if needed.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us they were given choice and control around their care. This was confirmed by the staff we spoke with. People told us staff supported them in the way they wished.People and their relatives told us they had the choice and control they wanted when planning their care. Staff demonstrated an understanding of balancing people’s wishes around remaining independent with reducing risk.One staff member told us, “So, with people generally I try and encourage them to be as independent as possible anyway and that is so important.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People’s care plans documented where they had specific medical conditions and how these presented in everyday life. Staff had a good knowledge of recognising when people’s needs were changing and the appropriate action in response.There were systems and processes in place to ensure this was escalated as required.

People received care and support from staff who could recognise changes in their presentation.Staff gave examples of how they identified concerns and the action they took. One said, “Yes, if we have any concerns [about people’s health] you just phone the office, and if it is something that needs to be communicated to everyone else they will let other staff know.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Without exception, staff spoke extremely positively of the employment and the leadership at the service. There was a high level of job satisfaction and staff clearly felt they were valued and respected, with their well-being and happiness being a high priority of the service leadership. Comments from staff included, “I have absolutely loved it – I have really enjoyed it. The management, the clients and my work colleagues are all great and I really enjoy it” and “It is excellent. I came over from another company, and they are just excellent and I thoroughly enjoy the work and the support you get from management is great.