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Archived: Kerr - Care at Home Services Limited t/a Right at Home (Wimbledon and Putney) Good

This service is now registered at a different address - see new profile

Reports


Inspection carried out on 12 March 2015

During a routine inspection

This inspection took place on the 12 March 2015 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service; we needed to be sure that someone would be in.

Kerr - Care at Home Services Limited t/a Right at Home (Wimbledon and Putney) is a domiciliary care agency providing personal care for people in their own homes. At the time of our inspection, there were 10 people using the service. All the people were self-funded.

There was a registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People using the service told us they were happy with the care they received from the provider and that the care staff treated them well. Relatives also praised the caring attitude of staff and said that they treated their family member with respect and were familiar with their preferences when it came to things such as the type of food they liked, the way they wanted their personal care needs carried out and what they liked to do during the day. People’s needs in relation to their medicines, meals and health support were met by the provider.

Care staff underwent checks before commencing employment and received comprehensive induction training once they had started work with the company. They told us the training helped them to do their jobs better. Care staff were given the opportunity for ongoing training and were given the chance to progress within the organisation. People using the service and their relatives praised the quality and continuity of staff.

The provider carried out an assessment of people’s needs before they started to use the service and developed care plans from these which were used by staff when supporting people. Risk assessments were completed and care records were reviewed regularly which helped to ensure that up to date accurate information was held by the service.

People were given information on how to raise concerns or complaints and people told us that the registered manager responded and resolved any issues whenever they had raised these in the past.

The registered manager had started the business and so was very familiar with all aspects of the service. She had built up a good rapport with people, staff and health care professionals. She had identified areas that needed to be improved and had started to take action to address these.

Inspection carried out on 18 October 2013

During a routine inspection

People we spoke with were very complimentary about the service. One person told us: "The agency is very warm and welcoming". Another person said that they were "very impressed with the way the agency listened" and that the manager carried out a "comprehensive assessment and followed through on it". We found that upon agreeing the kind of service to be provided a care plan and a contract was drawn up with people and family members or other important people were encouraged to be involved as much as they wished.

People we spoke to were positive about the care provided by the agency. One person told us: "They are very good and are consistent. They do what you need them to do and do it well". Another said: "I haven't been using them very long but so far I have no complaints". Care and treatment were planned and delivered in a way that was intended to ensure people�s safety and welfare. We saw that regular reviews were carried out by the manager and care staff.

People who use the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. We saw that the agency had comprehensive policies and procedures in place for dealing with any allegations of abuse and had appropriate contact details for the relevant social services departments. In addition the agency had a clear complaints procedure which was available to people in case they had any issues with the quality of service provided.

We looked at staff records and found that there were clear procedures in place for their recruitment, supervision and training and that people were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.

People told us: "The manager is superb. The service really tries to sort out any problems you have". Other comments ranged from "The manager is very good", "the organisation is faultless" and "Staff are so polite and friendly". We saw that the provider had a system for collating feedback from people and that this was shared with staff with a view to developing the service. This included the Carers Handbook and the Service User's Compliments Book.

Inspection carried out on 10 May 2012

During a routine inspection

People told us that they were treated with respect and that their privacy and dignity was maintained when they received support. One person said �..I feel they are committed to providing good care..�, whilst another commented that the care workers who support them were ��all lovely..�.

People told us that their care worker generally arrived on time and stayed for the agreed length of time, giving them all the support they required.

People told us that they felt confident in the agency and service provided, which had been enhanced by the professionalism of the provider and manager of the service.