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Archived: Right at Home (Sutton & Epsom)

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All reports

Inspection report

Date of Inspection: 4 June 2014
Date of Publication: 28 June 2014
Inspection Report published 28 June 2014 PDF

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

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 4 June 2014, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

Reasons for our judgement

We asked people using the service and their relatives for their views and experiences of the care and support people received. Comments we received included; “I’ve been very impressed. The carer is bright and enthusiastic and the reports she writes after each visit are excellent.”; “On the whole it’s very good. I have a regular team of carers that have come to know me pretty well.”; “I have the same carers and the advantage is they realise immediately when you’re a bit off colour and do something about it.” and, ”The service from the carers I would describe as good to very good.” Although the majority of people were satisfied with the care and support they received one person told us some carers could benefit on further training on how to be more empathetic when providing care and support.

People’s needs were assessed and care and treatment was planned and delivered in line with their individual care plan. Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. We looked at the records of five people using the service. Prior to using the service, senior staff carried out a care and support needs assessment with people and their representatives. These identified people’s specific needs in relation to their; mobility, spirituality and culture, nutrition and hydration, elimination, personal hygiene, household management, financial management, medicines, communication preferences, social life and hobbies and interests. We saw staff used these assessments to identify whether people had traditions and religious beliefs that needed to be respected and observed by staff. People were also able to ask for a same sex carer.

We saw following each assessment, senior staff developed a person centred care plan for each person, which set out their specific care and support needs. There was detailed information for staff about how and when these needs should be met. We also saw risk assessments had been carried out for each person, by senior staff, to identify any risks to their health, wellbeing and safety. Where appropriate, guidance was in place for staff about how to manage identified risks. We noted care plans and risk assessments were reviewed by senior staff. People could be assured their specific needs were taken account of by senior staff and used appropriately to plan the care and support they received from their carers.

We noted carers kept detailed daily notes in which they had recorded the care and support provided to people. We were able to check the daily notes of five of the people using the service and noted the care and support delivered by staff matched the planned care and support needs of people using the service. We also saw where carers had concerns about people they looked after, they noted these on a ‘carer concerns form’ which they then shared with senior staff. We looked at a sample of these and we saw carers noted concerns and issues about people’s general health and wellbeing. We saw senior staff had used this information to take appropriate action. For example we noted carers had noted their concerns about one person which had been reviewed by senior staff and in response, they had contacted the person’s family to ensure they were aware of these, and to make suggestions about how these concerns could be addressed by changing the level of care the individual received. This meant the service was responsive to changes in people’s health and wellbeing and took appropriate action to address these.

There were arrangements in place to deal with foreseeable emergencies. We discussed with the provider and registered manager the service’s arrangements for dealing with such emergencies. We saw there were senior staff on call at all times to give support and guidance to carers if this should be needed. We also saw the service had contingency and business continuity plans to deal with circumstances and events that could disrupt the delivery of the service. For exa