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Archived: Right at Home (Sutton & Epsom)

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Inspection report

Date of Inspection: 4 June 2014
Date of Publication: 28 June 2014
Inspection Report published 28 June 2014 PDF | 82.04 KB

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 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

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

Reasons for our judgement

We asked people using the service and their relatives whether they were satisfied with the quality of service they received. The majority of people told us they were. Comments we received included; “I’m perfectly happy with the service. I don’t think there is anything they could do better. I would definitely tell the office if I wasn’t happy.”; “It’s excellent. I can’t fault them. Wouldn’t change a thing.”; “On the whole it’s very good. The office could be better. They (office staff) should know more about my specific needs. Overall I am pleased but they need to keep on top of things.”; “There was some unreliability around timings but this has improved since I complained.”

People who use the service were asked for their views about their care and support and they were acted on. People were sent a customer survey in January 2014 asking them to rate the quality of care they received from the service. People were also given an opportunity in the survey to make comments and suggestions about how the service could improve. We looked at completed surveys and saw the majority of people using the service were satisfied with the care and support they received. Comments we saw ranged from, “We are very satisfied”; “Very good service. No complaints at all” and, “I enjoy a happy relationship with all my carers.” This gave the provider assurance that people received the care and support that had been planned for them.

People’s comments and suggestions for improvements were mainly around the quality of communication and information that people received from office based staff. The registered manager showed us how people’s comments and results from the survey had been analysed and used to inform senior staff about the changes and improvements people wanted. They told us one of the improvements made following the most recent survey was sending all people using the service information about how the service would respond to extreme winter weather and what this would mean for them in terms of the service they received. People could be assured their views and experiences of the service were listened to and the provider responded appropriately to make improvements and changes.

We looked at the service’s annual quality assurance programme which set out the tasks and activities senior staff carried out to check the quality of service provided. In addition to surveys to gain people’s views, the service carried out spot checks of staff, courtesy calls to people using the service and/or their representatives, checks of people’s care plans and risk assessments and audits on staff records. We noted following the audit of staff records, where issues had been identified these were addressed promptly by staff. We saw from completed spot checks and notes made by staff following courtesy calls, staff documented any issues or concerns raised by people using the service and took appropriate action where this was needed. This gave the provider assurance that the systems in place to assess and monitor the quality of service provided were effective.

The provider took account of complaints and comments to improve the service.

The registered manager told us learning from complaints was used to make improvements to the service people experienced. They told us following a recent complaint, the service had changed the way it invoiced and requested payments from people so that people now received timely reminders of balances to pay.