8 December 2016
During a routine inspection
The provider is registered to provide personal care to people within their own homes in the Hereford area. Right at Home Hereford is a locally owned business, and also a part of the nationwide network of Right at Home offices.
There was a registered manager in place. 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.
This service was first registered with CQC in May 2016 and has not been previously inspected.
People told us they were supported by staff that were professional, reliable and caring.
People were safe as staff knew how to recognise different signs of abuse and what action to take if they had any concerns.
The provider ensured staff were safe to work with people who used the service. Suitable checks and references were obtained before staff started working for the provider.
The provider had suitable arrangements in place to ensure people’s medicines were given safely.
There were systems in place to ensure that risks to people’s safety and wellbeing were identified and addressed.
The provider ensured staff had a full understanding of people’s care needs and had the skills and knowledge to meet them.
People had access to healthcare professionals to make sure they received effective treatment to meet their specific needs.
People who used the service were treated with kindness and said their privacy and dignity was always respected.
People’s care and support was planned in full consultation with them.
Staff were knowledgeable about the people they supported, which enabled them to provide a personalised and responsive service.
The provider had systems in place to routinely listen to people’s experiences, concerns and complaints.
People told us the service was responsive and well managed.
Staff told us the service was well-led and that they felt valued by the provider, which had an open and transparent culture.
The provider undertook a range of checks to monitor the quality of service delivery.