Right at Home Reigate & Crawley

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 service met people’s needs.

At our last assessment we rated this key question outstanding. At this assessment the rating has changed to 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 service 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.

The provider had an up-to-date person-centred care policy which provided guidance on what support was offered to people with various health conditions.

The service used an electronic system to record people’s needs. The tasks to guide staff on what support was needed during their care visit were tailored to each person. For example, the tasks explained how a person liked their drink to be made or what support they required with their hearing aid. This meant staff had clear guidance to ensure the support provided was consistent and person-centred care during each visit.

Staff told us they had a comprehensive understanding of providing person centred care to people. One staff member said they ensured this, “By providing person centred care, by respecting their preferences, choices and needs, these include choices about meals, clothing and how they wish to receive support. They have access to their local community as we support them to attend appointments, participating in hobbies and shopping.” Another staff member told us they ensured people were treated as individuals by, “Understanding and ensuring that people are unique.” The staff member also provided person specific examples on how they ensured people in their care were treated with respect and the care provided was centred around them as individuals.

The service 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 management reviewed people’s continuity of care and supported them to consistently see familiar faces.

External professionals were complimentary about working with the service.

Records confirmed the service regularly worked with external professionals, including GPs and occupational therapists.

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

The service was aware of the diverse background of people living in the area they supported. The service had an up-to-date diversity and inclusion action plan, which stated they would be able to access translating services when necessary. This meant the service was well prepared to support people with various communication needs. For example, in large print.

Staff told us they knew how to communicate effectively with people.

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

The provider had an up-to-date complaints policy. Records confirmed complaints were examined and responded to in accordance with the providers policy.

People and relatives confirmed they knew how to and felt comfortable providing feedback to the service. A person said, “In terms of management and any problems, which neither myself nor my [relative] have encountered, we were furnished with comprehensive literature both before and after signing up with Right at Home; literature which details all terms and conditions and referral details in case of dissatisfaction.” A relative told us, “I have had a lot of input into tasks and daily care requirements, and I do raise concerns and suggest changes when required. Management are very responsive and discuss things with me.The carers access care tasks on their app, which is updated with any changes.”

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

People were regularly asked for feedback. The service sent regular surveys to people and relatives. The results were shared, examined and action was taken to improve the service and care for people. People’s care plans were regularly reviewed.

Records confirmed people were provided with support and intervention of external health care professionals, when required.

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.

The service had an up-to-date equality and diversity policy and provided relevant training. The provider had an action plan to ensure they regularly reviewed the backgrounds of people in the area and people supported by the service. The plan included best practice and additional training to ensure staff had a well-rounded understanding of peoples heritage, religious and cultural needs. This supported removal of barriers in people’s care.

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.

The provider had an up-to-date end of life policy and staff received relevant training.

The provider had a template for an end-of-life care plan and people were asked if they would they like to discuss this during the preassessment process. When appropriate, this was discussed and relevant information was then included in people’s care plans.

Staff confirmed they knew where to find relevant documentation and knew how to support people in their last days. One staff member said, “I support people at the end of life, but I stay strictly within my role and training. Anything clinical is handled by the nursing or medical team, and I follow their guidance.” Another staff member told us, “I understand what a Do Not Attempt Resuscitation (DNAR) is and know that this information is kept within the client’s care plan and documentation so staff can access it when required.”