Rightcare NW Ltd

Updated 8 February 2023

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

This inspection was carried out by one inspector.

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 provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was not a registered manager in post. However, a manager had been recruited and was in the process of registering with CQC.

Notice of inspection

We gave the service a short period of 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 15 December 2022 and ended on 16 January 2023. We visited the location’s office on 15 December 2022.

What we did before the inspection

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 reviewed information we had received about the service since our last inspection. We sought feedback from the local authority and professionals who work with the service. We used all this information to plan our inspection.

During the inspection

We spoke with 4 people who use the service and 4 relatives to understand their experience of care provided. We spoke with 8 staff including the nominated individual, care coordinator’s, senior care and care staff. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records including people's care plans, risk assessments and records relating to the provision of care. We looked at staff files including recruitment checks, training records and supervisions and appraisals. We also looked at records relating to the management of the service including audits and policies and procedures.

Updated 8 February 2023

Right Care is a domiciliary care agency providing personal care to younger and older people living in their own homes. The service is registered to provide support to people with physical disabilities, people with learning disabilities, autistic people and people with dementia. At the time of our inspection there were 37 people using the service.

Not everyone who used the service received personal care. CQC only inspects 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.

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

At the time of the inspection, the location did not care or support anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

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

Right Support: People received support in accordance with assessed needs. Staff had a good understanding of how to promotes people’s independence and respect their privacy. People and relatives felt there was a caring person-centred culture throughout the service. Assessments of people’s needs were carried out; however, some care plans required further detail. This had been identified by a new manager recruited by the provider as an action before our inspection. We have made a recommendation the provider improves the level of detail found in some people’s care plans.

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.

Right Care: People and their relatives felt care was provided safely, staff had a good understanding of how and who to raise safeguarding concerns with. People received care in accordance with their care plans and risk assessments. Staff had a good understanding infection control practice and the provider maintained a high stock level of personal protective equipment (PPE). Staff had been recruited safely and received training; however, some staff felt more face to face training would be beneficial to their development. People’s medicines were managed safely, and the provider had robust systems in place to keep daily oversight. We have made a recommendation the provider implements body maps into their electronic recording system as they develop new medicine systems.

Right Culture: The new manager had implemented supervisions with all staff within the first few weeks of taking up their position. Staff reported feeling confident in the new management structure and praised the support they’d received during this initial period. The provider had robust systems in place to monitor daily practice and record keeping. Built into the providers electronic recording system (ERS) was an auditing tool which enabled the management team to audit tasks associated with people’s care. The provider welcomed and utilised external auditing as part of their oversight and quality assurance including local authority medication audits. However, the provider did not have an overarching service audit they completed internally. When we discussed this with the provider and manager, they advised they had been working with a quality compliance company and an internal audit was being developed to add to the daily and external auditing being carried out. We have made a recommendation this is implemented in a timely manner.

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

Rating at last inspection and update

The last rating for this service, at the previous premises, was good, published on 12 June 2021

At our last inspection we recommended the provider reviewed travel time for care staff and reviewed their auditing systems. At this inspection we found auditing systems had improved but required further development and staff reported no concerns in relation to travel time.

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.