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

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

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

This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People and relatives we spoke with were positive about staff.All told us they felt they received personalised care that met their needs. Care plans contained guidance for staff around personalised approaches when supporting people to enable them to deliver person-centred care.Staff we spoke with were clear about putting people at the centre of everything they did.

The service had a scheme entitled, ‘Magic Moments’ which were personalised to people and supported them to do things important to them. We saw examples of where people had been supported to attend art exhibitions and clay ornament making. One couple had been together for 70 years and staff marked an anniversary event by baking them a cake to help celebrate.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service supported people to remain in their own homes in line with their wishes. Where people had specific health needs or monitoring requirements staff and leaders kept accurate records of these.

People told us they experienced good continuity of care in relation to staffing. The provider worked with professionals in the community and personal carers to co-ordinate services to meet people’s needs. This helped to promote a consistent approach to the delivery of care. People and relatives confirmed they had regular staff who knew people well.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The registered manager told us when people began to use the service, they or their relative were given relevant information and a service user guide. People’s communication needs were assessed and documented in their care plans. The registered manager understood the importance of meeting people’s communication needs.

Staff knew how to support people with varying communication needs. This included people with a visual impairment, hearing impairment and those recovering from specific conditions. One staff member told us, “We have a few people who are hard of hearing, so what I’ll do if they are sat on the chair I will kneel on the floor and make sure I am on their level and I will speak clearly and a bit louder and ensure they respond and I can see they have understood.”

The provider understood their duties under the Accessible Information Standard (AIS) and made sure alternative communication formats were available, when required.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The service had policies and processes to manage concerns or complaints should these arise. There were systems and processes to keep oversight of this and a record of feedback from people and their relatives was retained as part of the providers quality monitoring processes. People and their relatives were complimentary about the service and had not raised complaints about the service. Where changes were required, people and their relatives told us the service listened and made changes. Staff told us relevant information was communicated to them where required.

The provider made sure people could access the care, support and treatment they needed when they needed it.

The service was available to support people to access services in the community when required.We saw evidence of appropriate and timely healthcare appointments being made for all people who used the service. People told us where required, staff would suggest contacting a health professional, for example a GP, and would provide support where needed. The provider worked in close partnership with health and social care partners to ensure people had access to the support, equipment and services they needed when they needed it. Feedback from staff and external partners did not raise any concerns.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People received equitable care that was inclusive, fair, and respectful. Staff training included equality and diversity. There was also a module for staff to complete on privacy and dignity. The training matrix supplied by the registered manager indicated several staff still needed to complete this training, however this had not impacted on people’s care and all the feedback we received was positive. Staff practice was checked through regular spot checks, supervisions, and ongoing support. This ensured people received positive care outcomes.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

There was no-one receiving end of life care at the time of our assessment. We discussed end of life care planning with the registered manager. They told us this had been recently identified by the provider as a focus area. The registered manager said additional documentation was now in place to ensure people would have end of life care plans in place. Supporting documentation was sent to confirm this. Care plans would document any advanced arrangements and specific preferences around their care. Staff received end of life training as part of their training package, which would be beneficial if they were to support people with end-of-life care