Right at Home Reigate & Crawley

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 service made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The service had a detailed pre assessment process to ensure they had all the necessary information in place before they started to provide care for an individual.

The service used an electronic care planning system which meant all information and changes to care plans were readily available to staff. People’s life histories, hobbies and spiritual needs were included in their care plans.

People’s communication needs were assessed and met to maximise the effectiveness of their care and treatment.

The service provided a paper guide to all people when they first started receiving care. It contained information about the office staff, including the registered manager, an explanation of the services offered, contact details, and more.

People’s care plans were regularly reviewed and people and relatives felt included in care management. One relative told us, “Myself and [another relative] have appropriate input into [person’s] care plan.” Another relative said, “We’ve always felt included, and [person’s] views and preferences are genuinely listened to when the care plan is created and reviewed. Right at Home staff are always in touch when needed and consistently try to ensure everything reflects [person] needs and wishes.”

The service planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Records showed people were supported with food and drinks in line with their preferences and dietary needs. These were identified and clearly described in people’s care plans.

People and relatives confirmed staff supported people with their meals and ensured adequate fluids were left after their visit. One relative said, “The carer always leaves [person] with glasses of water and a cup of tea.” Another relative told us, “[Person] eats and drinks well and there is always water available too.”

When required, people were referred to the speech and language therapist (SALT) and had appropriate and regularly reviewed risk assessments. SALT provide assessment of swallowing or communication difficulties for people with medical, neurological and surgical conditions.

Daily notes were detailed and contained information on what food and drinks were offered. A staff member told us, “For people with swallowing difficulties l follow guidance from speech therapists to ensure safe positioning and monitor for signs of choking or aspiration.”

The service worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

People were complimentary about staff and confirmed they supported them to organise health appointments. A person said, “Staff are well trained and know their limitations regarding medical concerns and advise me directly if I need to get medical assistance “

Staff confirmed they knew people well and supported them with contacting healthcare professionals when required. One staff member told us, ““I have spoken to health care professionals a few times such as requesting a prescription. I have taken a few clients to the doctors and have visited people in hospital and asked nurses about their progress.” Another staff member said, “For clients who receive care from other health professionals, such as district nurses, we are in touch with them and they are informed and updated at all times.”

Care plans had information about people’s health conditions and were updated to reflect people’s changing needs. Records of conversations with health and social care professionals who were involved in people's care, were recordedand information was acted on.

The service supported people to manage their health and wellbeing to maximise their independence, choice and control. The service supported people to live healthier lives and where possible, reduce their future needs for care and support.

Records showed people were supported to live healthier lives, for example by changing and maintaining their diet. This in turn had a positive outcome on people’s on their overall health.

People’s care plans contained information about specific health needs. Relatives were complimentary about staff’s approach and how well they communicated any health concerns to them.

Staff members said they made every effort to support people to have happy and healthy lives. One staff member told us, “I do think our clients have a good quality of life as they get to stay in their own homes. We help with companionship, independence, cleaning, cooking, taking them out, doctors appointments etc.” Another staff member said, “I like promoting mobility and physical wellbeing by encouraging clients to move around, gentle exercises, and safe use of mobility aids where appropriate. This I believe helps maintain their independence.”

The service routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

The service had systems in place in case staff needed to monitor people’s goals and outcomes. For example, where staff were required to provide additional support around nutrition or hydration, the service had systems in place to ensure staff could report and monitor this.

Records showed staff monitored people’s wellbeing and reported their concerns to management. The provider worked closely with people and relatives to ensure positive outcomes for people.

A relative said, “The app comments always clearly record what food has been provided and whether it has been made independently or with support. This gives us good visibility and reassurance that [person’s] nutrition is being monitored properly.”

The service told people about their rights around consent and respected these when delivering person-centred care and treatment.

The Mental Capacity Act 2005 (MCA) provides a legal framework for making particular decisions on behalf of people who may lack the mental capacity to do so for themselves. The Act requires that, as far as possible, people make their own decisions and are helped to do so when needed. When they lack mental capacity to make particular decisions, any made on their behalf must be in their best interests and as least restrictive as possible.

The provider had effective systems in place to ensure people’s consent was sought. If a person’s capacity was variable, appropriate assessments were undertaken to ensure staff worked in line with MCA.

Where necessary, people with legal authority or responsibility can make decisions within the requirements of the MCA. The service had an effective system in place to ensure they had an overview of who can lawfully act on person’s behalf.

Staff had received relevant training and confirmed they understood how to support people with making choices and respecting their wishes. One staff member said, “Supporting someone to make day‑to‑day choices is all about offering the right level of help without taking over their independence. For example, respecting refusals. If they decline an activity, acknowledging it and offering an alternative rather than insisting.” Another staff member told us, “When someone cannot make decisions for themselves and needs help with daily personal care, we focus on what is best for them.”