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Right at Home Eastbourne Good

Inspection Summary


Overall summary & rating

Good

Updated 23 June 2018

Right at Home Eastbourne is a domiciliary care agency (DCA) and it provides personal care to people living in their own homes. It provides a service to support people who require a range of personal and care support related to personal hygiene, mobility, nutrition and continence. Some people were living with early stages of a dementia type illness or other long-term health related condition. Most people lived reasonably independent lives but required support to maintain this independence. Right at Home Eastbourne also provides 'live-in' support for people who want care staff available throughout the day and night. At the time of this inspection the service provided personal care to 15 people. This is the first inspection of the service.

Feedback that we received from people and their representatives about staff and the service was very positive. People who used the service felt they were treated with kindness and said their privacy and dignity was respected. Staff had a good understanding of legislation designed to protect people's rights and were clear that people had the right to make their own choices. Comments included, “I am very happy with everything, the staff are wonderful,” and “The staff could not be more accommodating, they laugh and chat and are very friendly and kind.” People and their relatives told us they would recommend the service to friends and relatives.

Staff were fully involved and committed to achieving the service's values and vision. The service had systems to monitor and review the quality of the care provided. People told us they had continuity of carers. They said staff always arrived on time and stayed for their allocated time. They told us staff always completed the tasks required of them along with any additional requests. People were supported by staff who demonstrated kindness, compassion and courtesy.

Staff knew people well and were well matched to the people they supported in terms of personalities and interests. They understood people's physical, social and emotional needs. Staff had a good understanding of the procedures to follow to safeguard people from the risk of abuse. An emphasis was placed on ensuring recruitment was thorough and there were enough staff employed with the right skills to meet people’s needs.

Risk assessments were carried out in relation to people's homes and to their individual needs and actions were taken to mitigate any risks identified. Medicines were handled safely by staff who had been trained to do so.

Spot checks were carried out to monitor staff performance. Staff attended regular training to ensure they could meet people's needs. There was a thorough induction to the service and staff felt confident to meet people's needs before they worked independently. Staff felt supported by the managers and providers and could visit the office to discuss any matter that they wished. Staff told us they felt supported, listened to and valued.

The registered manager and providers had a good understanding of their responsibilities in relation to the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). The MCA and DoLS are regulations that have to be followed to ensure people who cannot make decisions for themselves are protected. They also ensured people were not having their freedom restricted or deprived unnecessarily.

Care plans provided comprehensive information about how people wished to receive care and support. These were reviewed and updated and reflected a person-centred approach to care. People were asked for their view on the service and support they received and were aware how to make a complaint. There was an open and positive culture at the service where people, relatives and staff felt listened to.

Inspection areas

Safe

Good

Updated 23 June 2018

The service was safe.

Medicines were managed safely

People and their relatives told us that they felt safe with the staff that supported them.

Staff undertook training and procedures were in place to protect people from abuse. Staff had a clear understanding of what to do if safeguarding concerns were identified.

There were enough staff working to meet the needs of people who used the service. Recruitment practice was robust.

Effective

Good

Updated 23 June 2018

The service was effective.

New staff completed an induction programme and staff undertook essential training to support them to meet people�s needs.

Staff were trained on the Mental Capacity Act 2005 (MCA) and understood its principles.

People�s nutritional needs were reviewed and they were supported to have enough to eat and drink.

Staff knew people well and recognised when they may need to be referred to an appropriate healthcare professional. For example, the GP or district nurse.

Caring

Good

Updated 23 June 2018

The service was caring.

Staff treated people and their relatives with kindness and compassion.

People were treated with dignity and respect by staff who took the time to support their independence.

Staff understood the importance of confidentiality, so that people�s privacy was protected.

Responsive

Good

Updated 23 June 2018

The service was responsive.

People knew how to make a complaint and raised any concerns with the managers if they needed to.

People received care and support that was responsive to their needs and reflected their individual wishes.

Well-led

Good

Updated 23 June 2018

The service was well led.

The quality monitoring systems were used to monitor and improve the service provided to people.

People felt the management of the service was effective and available. There was a positive and open culture at the agency. Staff told us the management and leadership of the service was extremely supportive and approachable. They were readily available and responded to what staff told them.

There was a clear vision and values for the service, which staff promoted.