Background to this inspection
Updated
19 March 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
This 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 houses and flats.
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.
What we did before the inspection
We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with four people and one relative about their experience of the care provided. We also spoke with eight members of staff, including the registered manager.
Updated
19 March 2020
About the service: Right at Home is a domiciliary care agency. It provides personal care to people living in their own homes in the community. At the time of the inspection 30 people were being supported with a regulated activity of personal care.
People's experience of using this service:
People told us the care and support they received was good. They told us the staff provided care that was safe. Staff received training in safeguarding and knew how to report their concerns correctly.
People were supported by consistent staff, that came at the agreed times and stayed for the duration of the visit. The registered manager allocated travel time to ensure care staff had adequate time to travel to their next visit.
Staff received regular training, relevant to their roles. The registered manager observed their practice to help ensure staff provided care that was in line with the company's core values. People were involved in the development and ongoing review of their care and support plans. Risks were assessed, and measures put in place to help minimise or reduce the risk of harm.
People and relatives told us they were happy with the care provided by Right at Home. People said staff were kind and caring. People’s dignity and privacy were promoted and respected.
People and their relatives told us the provider and registered manager were supportive and listened to any feedback or concerns. Complaints were fully investigated and resolved to the satisfaction of the complainant. The service had received many compliments and positive feedback.
People told us the service was responsive to their needs and were very inclusive, making sure people received their care in a personalised way.
The provider and registered manager ensured they were up to date with any changes in legislation and that these were implemented into everyday good practice. Staff received regular updates and information
through regular meetings.
The provider and registered manager had robust quality monitoring systems and processes in place. Feedback was regularly sought to drive continuous improvement. The management team were well supported by the regional office staff.
Rating at last inspection: The service was last inspected 10 March 2017 and was rated good.
Why we inspected: This was a planned inspection based on the previous rating.
Follow up: We will continue to monitor intelligence we receive about the service.