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Archived: Right at Home (Sutton & Epsom)

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All reports

Inspection report

Date of Inspection: 1 May 2012
Date of Publication: 23 May 2012
Inspection Report published 23 May 2012 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

Our judgement

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

The provider had measures in place to encourage and obtain feedback from people who use the service, their representatives and its own staff about the quality of service provided. It had also put in place its own system for reviewing the quality of service it provides and had taken action to make changes where it had been identified improvements were needed.

The provider is meeting this standard.

User experience

People who use the service and their representatives told us t the service checks with regularly that they are happy with the care and support being provided. One person told us that senior staff had visited with them to make sure things were going well and they were happy with the care and support they’d received. People said they had been asked for their feedback by the service. One person told us ’I have no suggestions for changes or improvements. Everything is fine and I haven’t had cause to complain’. One representative said they felt comfortable raising issues with the service and that the service had responded positively to these.

Other evidence

People who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on.

We saw from 1 person’s care plan the service had undertaken a review of the care and support it provided. This review had been undertaken with the person receiving care and support and their representative. From this review the service changed the care and support plan to improve the overall wellbeing of the person receiving the service.

We observed from staff records that through supervision meetings, staff were encouraged to give their views on how care and support can be improved for people that use the service.

We saw that the service user guide encourages people who use the service to tell the provider what they think about the support they get. People are told they can make their views known in a variety of ways, including talking to staff, or contacting the service by telephone, letter or email. People are also told how long the service will take to respond to any complaints that they may make. The provider told us that since the service started, they had received no complaints from people that use the service or their representatives.

The service had implemented an internal quality monitoring system. An audit of the service’s policies and procedures was undertaken on 13 April 2012 and from this an action plan for improvement was identified. We saw from this plan that the service had taken the appropriate steps to meet all the recommendations made by the 27th April 2012.