Background to this inspection
Updated
7 June 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
An inspector and an Expert by Experience carried out the inspection. 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 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 a registered manager in post.
Notice of inspection
We gave a short notice period of the inspection because we needed to be sure the registered manager would be in the office to support the inspection, and to arrange phone calls to people who used the service and relatives.
Inspection activity started on 17 May 2023 and ended on 19 May 2023. We visited the provider’s office on 17 May 2023.
What we did before inspection
We reviewed monitoring activity we had carried out with the provider in November 2022 and feedback forms submitted by 5 people who used the service and 3 relatives. We used this information to plan our inspection.
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.
During the inspection
We spoke with the registered manager, the nominated individual and a quality and compliance manager about how the service was run. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We spoke with a person who used the service and a relative to hear their feedback about the care the service provided. We received feedback from 4 staff about the induction, training, and support they received.
We reviewed risk assessments and care plans for 3 people, quality audits, surveys and spot checks. We checked recruitment records for 4 staff, records of training and supervision, meeting minutes, and the arrangements for managing medicines.
Updated
7 June 2023
About the service
Right at Home (Twickenham to Weybridge) provides personal care, companionship and support to people living in their own homes, including people living with dementia, people with physical disabilities and people with ongoing healthcare conditions.
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. The service was supporting 7 people at the time of our inspection, 3 of whom were receiving personal care.
People’s experience of using this service and what we found
People received a reliable service from staff who knew how to provide their care in a safe way. Staff understood their responsibilities in protecting people from abuse and knew how to report any concerns they had. The provider’s recruitment procedures helped ensure only suitable staff were employed.
Risk assessments had been carried out to identify and mitigate any risks involved in people’s care. Medicines were managed safely. Staff helped keep people’s homes clean and wore personal protective equipment when they carried out their visits.
People received person-centred care that reflected their individual needs. They were supported by consistent staff who knew their preferences about their care. Staff monitored people’s health effectively and highlighted any changes in people’s needs so action could be taken to address these.
Staff were kind and caring. People had established positive relationships with the staff who supported them and enjoyed their company. Staff encouraged people to be as independent as possible and provided support in a way that promoted this.
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.
Staff had access to the training and support they needed to carry out their roles. Staff felt valued for the work they did and had opportunities to make suggestions and raise concerns at one-to-one supervision and team meetings.
People had opportunities to give feedback about their care; their views were listened to and used to improve the service. The provider’s quality monitoring systems enabled the registered manager to maintain an effective oversight of the service. These included regular audits and spot checks to observe the care people received.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The registered provider of this service has changed since the last inspection. The last rating for the service under the previous provider was good, published on 5 January 2018. The service was registered under the current provider on 4 May 2022.
Why we inspected
This inspection was prompted by a review of the information we hold about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.