Right at Home Reigate & Crawley

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.

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

This meant people were safe and protected from avoidable harm.

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 had a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

Lessons learned from incidents and accidents as well as complaints, were shared during team meetings and supervisions. This reduced the risk of recurrence and drove improvement in the service.

Staff confirmed they felt they could raise concerns with the registered manager and felt action would be taken if required. A staff member said, “I feel that the client has a good quality of life. Our clients are looked after by well-trained carers. They go above and beyond to ensure our clients are well cared for and enable them to continue living independently within their own home. Any concerns are reported and acted on straight away.”

People and their relatives told us they knew how to raise concerns and were confident they would be listened to.A relative said, “If I had concerns, I understand the reporting process.”

The service worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services.

External professionals were complimentary about working with the service and records confirmed the service communicated with them effectively and as required.

The service had a system in place to ensure people’s information was available to emergency services in case of a hospital admission. The document included vital information on person’s health, such as any known allergies. It also summarised people’s needs, including their communication and mobility requirements, and provided their relatives’ contact information. This meant emergency services had access to clear, up-to-date information to support maintaining safe and effective care when people moved between different services.

The service ensured the documentation in place was reviewed when people’s needs changed and during regular care plan reviews.

Records showed the provider and staff worked closely with health and social care professionals to ensure people’s safety and continuity of care when they were discharged from hospital.

The service worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. They concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The service shared concerns quickly and appropriately.

The provider had an up-to-date safeguarding policy in place and an effective system to monitor safeguarding concerns.

People told us staff worked to keep them safe, and relatives confirmed this. One relative said, “The carer we have had for the last few years is exceptionally good at caring for [person] and always cares for [person’s] safety.” Another relative told us, “We feel Right at home is providing very safe care for [person]. It feels like they are almost part of the family.”

Records showed staff completed safeguarding training and received regular updates. This meant people were kept safe by trained staff who knew how to report concerns, follow clear procedures, and act quickly to protect individuals from harm.

The service worked with people to understand and manage risks by thinking holistically. They provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

People and relatives confirmed they felt involved in organising care and could easily communicate with the service regarding any changes needed. A relative said, “Communication has always been very good, and any concerns regarding [person’s] health are raised promptly and appropriately when needed.”

Risks to people's safety and wellbeing were assessed and recorded. Risk assessments were completed to identify risks such as health conditions that required medicine. These were regularly reviewed and updated using the provider’s electronic system. This meant any changes were immediately accessible to staff.

Staff confirmed they were given up to date information on people’s needs and risks. A staff member said, “Senior members of staff always fill us in. There are also the care plans to guide us and e-learning for all three [complex behaviour, swallowing difficulties, or diabetes].”

The service detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

The service assessed environmental risks to people and staff. This included areas such as trip hazards, and household pets.

People and relatives confirmed staff were respectful of people’s homes. A relative said, “The carers are always respectful of [person’s] home and leave everything tidy and organised after their visits.”

Staff confirmed they knew how to report environmental changes in people’s homes.A staff member said, “For general maintenance issues, such as damaged floors, walls, or water leaks, I would report them to the homeowner or next of kin and ensure that the service is informed.”

The service made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

People and relatives were complimentary about staff and their knowledge and understanding of people’s needs. Comments included, “Having consistency in carers has made a huge difference, as it’s allowed a genuine relationship and trust to build over time. It’s very important to have consistent care, and Right at Home has always made sure that need is met”, “We feel [staff’s] care skills and general abilities are truly remarkable. A very safe pair of hands”, and “I sometimes feel guilty about giving the "visiting" staff members little to do. But, on the days when I am below par or when [relative] is away, the "visiting" staff are an absolute lifeline in getting me 'presentable', fed, watered and medicated and, noting that "emotional support" should be added to your list of attributes.”

Staff confirmed they had regular supervision meetings and their work competencies were checked. Staff were complimentary about the type of training they received, noting that some learning took place face to face and confirmed training received was helpful and relevant to their work. A staff member said, “Trainings like medication, moving and handling and first aid, are being refreshed regularly and are in person at the office.”

The service had a system in place to ensure all staff were supported with supervisions and one to one meetings, and these happened at regular intervals.

Staff were recruited safely, and recruitment records reflected this. Procedures were in place to ensure the required checks were carried out on staff before they commenced their employment. This included enhanced Disclosure and Barring Service (DBS) checks for adults. DBS checks provide information including details about convictions and cautions held on the police national computer. The information helps employers make safer recruitment decisions.

The provider assessed and managed the risk of infection. The service controlled the risk of it spreading and shared concerns with appropriate agencies promptly.

People had infection control risk assessments as part of their care plans.

People and relatives told us staff worked in a safe and hygienic way. Comments included, “The home is well cared for, and [staff] always clean up well after showers etc”, and “All staff from Right at Home have always treated the home with respect and leave it clean when they leave.”

The provider had an up-to-date infection control policy in place. Staff received training in infection control as well as basic food hygiene and food safety.Staff confirmed they had access to Personal Protective Equipment (PPE) such as gloves, face mask and plastic aprons. The office kept a stock of PPE in all sizes, and staff were able to pick it up, as and when required.

The service made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. They involved people in planning, including when changes happened.

The provider had an up-to-date medicine policy. Administration of medicines was recorded on an electronic system which provided a live and accurate record of administration. We found that 1 person’s time sensitive medicine was recorded as given at different times. The person’s relative confirmed the medicine is given at the same time every day. The provider made necessary changes to their system to ensure staff can record medicine administration in more detail for this person.

Records confirmed changes in medicines were implemented in a timely manner. Medicine allergies were clearly documented in medicine records and care plans to ensure staff awareness.

The provider had a system in place to regularly audit medicine support provided. This supported safe administration of medicine.

People and relatives told us medicine support was provided. A relative said, “We feel it is managed carefully and consistently, which gives us confidence that everything is being done properly. If any medication is running low, it is flagged to us in good time, and the app is updated every morning and evening to confirm that medication has been given.”

Staff confirmed they knew what to do in case of a medicine error occurring and they were spot checked by members of the management team and had the necessary training in place.

Staff told us they received relevant training. A staff member said, “I have had medication training in person at Right at home, where we did drills on how to look for the different milligrams of medication, medication names and what they are typically used for and making sure the medication is for the right client.During checks when my manager comes to oversee my administration she checks I have done it right. And with double up visits we double check each other’s work.”