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Archived: Right at Home (Sutton & Epsom)

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All reports

Inspection report

Date of Inspection: 2 July 2013
Date of Publication: 27 July 2013
Inspection Report published 27 July 2013 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 2 July 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

People who use the service and their representatives were asked for their views about their care and treatment and they were acted on. The registered manager told us the service had an annual programme in place which set out tasks and activities for senior staff to check the quality of service provided. People were asked for their views and experiences of the service every six months through a postal survey.

We looked at the results of the last customer postal survey from January 2013, which had been analysed by senior staff. All of the people that responded were positive and satisfied about the care and support they had received. Comments ranged from; “thank you for the wonderful carers you have sent”; “I have been very pleased with your service”; “we think the carers are wonderful, caring and helpful”; and “very good service so far, thank you.”

We noted from these surveys people were asked to make suggestions for improvements. The registered manager told us any suggestions had been followed up by the service. They told us about one person who had made a request about how carers could better support them. They said they had taken on board this suggestion and had spoken with staff to ensure the specific request was met.

People we spoke with told us the service responded positively when they had raised any issues or concerns. One person said, “It did take some time to get the continuity we needed. They were approachable and they have done their utmost to get the right carers.” Another person said, “Anytime I’ve had to raise an issue they’ve always been very accommodating and will listen to what you want.”

The registered manager told us about changes the service had made over the last year, following feedback received from people using the service, their representatives and staff. They told us the service had increased the number of senior staff on call to provide greater resilience and support to care staff, senior staff recorded all contact from care staff in daily diaries to react promptly to any issues or concerns identified and courtesy telephone calls had been introduced to respect the wishes of people who did not want senior staff visiting them at home when carrying out quality checks.

We saw evidence senior staff carried out other checks to assess the quality of service provided. These included spot checks on staff. We looked at a recent spot check of a member of staff and noted senior staff had observed the care provided and assessed the member of staff’s overall performance. This review had been shared with the member of staff immediately and any issues or concerns identified were acted on promptly. Senior staff also carried out audits of infection control, health and safety, staff files and people’s care plans. We saw evidence there had been recent audits of people’s care plans and staff files. No issues or concerns had been identified by senior staff following these checks.