Right at Home Loughborough

Updated 3 August 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience.

An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was not a registered manager in post. However, a manager had been recruited who was applying to register with the CQC at the time of the inspection.

Notice of inspection

This inspection was announced.

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 11 July 2022 and ended on 13 July 2022. We visited the location’s office on 13 July 2022.

What we did before inspection

We reviewed information we had received about the service. We also sought feedback from the local authority who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with three people who used the service and seven relatives. We spoke with six members of staff including the nominated individual, the providers quality and compliance lead, care coordinator and three care workers. We reviewed a range of records including people’s call times and care records. We looked at three staff files and a variety of records relating to the management of the service and policies and procedures.

Updated 3 August 2022

About the service

Right at Home Loughborough is a domiciliary care agency providing personal care to people living in their own houses and flats. At the time of our inspection there were 33 people using the service.

Not everyone who used the service received personal care. CQC only inspects services where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People’s experience of using this service and what we found

Every person who used the service said the service was safe and their care was delivered by kind, compassionate and dedicated care workers.

Staff were suitably trained and experienced to deliver safe care and people were confident in care workers abilities.

Where people received support with their prescribed medicines, staff had guidance and checks were completed to ensure support was completed safely. Infection prevention and control best practice guidance was followed.

People’s needs, and risks were assessed, monitored and managed well. People were prevented from being exposed to any unnecessary risk that may cause them harm. People received support to access health services when required.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The provider had a complaints procedure and a quality assurance process that enabled people to share their experience about the service they received. People’s support plans were regularly reviewed, and their care package was discussed with them and changes were made when required. The provider had robust audits and checks that monitored quality and safety.

Staff were positive about working for the service and clearly understood the providers vision and values of supporting people to live independently and fulfilling lives.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 27 January 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.