5 March 2019
During a routine inspection
People’s experience of using this service: People told us they felt the care and support they received was very good. They told us the staff provided care that was safe and effective in meeting their needs. Staff knew how to keep people safe, had received training in safeguarding and they knew how to report their concerns to safeguarding authorities.
People received personalised care which met their individual needs. Care staff were very motivated and passionate about working at the service. They regularly went the extra mile for people to ensure they received the best standard of care possible. The provider and registered manager recognised when staff went over and above the call of duty.
People were extremely complimentary of the staff and how well they were cared for. Staff were encouraged to spend quality time with people and get to know them. People were treated with extreme dignity and privacy and encouraged to do as much for themselves as they were able.
Staff respected people and delivered care in a way they wanted. People were matched with staff who had similar interests. Positive and trusting relationships had been built up.
Staff always attended at the agreed times, and stayed for the duration of the visit. People were contacted by the office if staff were running late. The registered manager allocated travel time to help ensure care staff had adequate time to travel to their next visit.
Staff received an induction and regular training, relevant to their roles. Work based observation were completed to check that staff were competent in their roles.
People and relatives were happy with the care provided by Right at Home (RAH) Borehamwood and Watford. We received consistently positive feedback.
Staff were kind and caring, and regularly done things over and above what was expected of them. People`s dignity and privacy were promoted and respected.
People were involved in the development and ongoing review of their care and support plans. Risks were assessed and measures put in place to help minimise or reduce the risk of harm.
The provider and registered manager were very supportive and listened to any feedback or concerns. Complaints were fully investigated and resolved to the satisfaction of the complainant. Positive feedback and compliments had been received.
The service was flexible, staff were responsive to people’s needs and were very inclusive making sure people received their care in a personalised way.
The provider and registered manager ensured they were up to date with any changes in legislation and that these were implemented into everyday good practice. Staff received regular updates and information through meetings and regular information sharing forums.
The provider and registered manager had robust quality monitoring systems and processes in place. Feedback was regularly sought to drive continuous improvement. The management were well supported by the regional office staff.
Rating at last inspection: This was the first inspection of the service since they registered with the Care Quality Commission on 23/02/2018.
Why we inspected: This was a planned inspection.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.