We carried out a review of the data available to us about Right at Home Bournemouth and Poole on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Right at Home Bournemouth and Poole, you can give feedback on this service.
Right at Home Bournemouth and Poole is a domiciliary care agency. It provides personal care to people living in their own homes. 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. At the time of this inspection 85 people were receiving approximately 1000 hours of care and support from the service.
People’s experience of using this service and what we found
At this inspection we found overwhelming evidence that demonstrated people received outstandingly caring and responsive support. This was due to excellent leadership from the registered provider and registered manager as well as a strong, well trained team of staff.
Everyone we spoke with provided exceptional feedback about how caring and supportive the staff were and so often went the extra mile to ensure people were happy and felt well cared for. They told us about the positive impact the service had on their lives such as enabling them to stay in their own homes, improving their mood or increasing their independence.
The registered provider stated that, “Our guiding principles are to provide care and support with compassion, competence and commitment through kindness and consistency. Above all, we are passionate about people.” This was embedded in the culture of the service and reflected in all areas of the service. This was especially evident from feedback from staff and people who used the service.
The registered provider and registered manager continually reviewed the service and sought ways to improve the service to benefit both the people receiving the service and staff. They had built strong relationships with relevant professionals and within the local community to promote learning and meeting people’s needs.
People received personalised care which was responsive to their individual needs. Staff had an excellent understanding of the care and support people needed and provided this with great kindness and empathy.
People told us they felt listened to and consulted when planning and agreeing what care and support they needed.
Staff had completed safeguarding training and understood their role in identifying and reporting any concerns of potential abuse or poor practice.
Risks to people were assessed and regularly reviewed. Staff understood the actions needed to minimise the risk of avoidable harm including the prevention of avoidable infection.
Staff supported people to take medicines safely. Staff were trained in medicines management and knew how to ensure that people received their medicines on time and as they had been prescribed.
There were sufficient numbers of trained, experienced staff to meet people’s needs. Safe recruitment practices were followed, and appropriate checks completed to ensure that only suitable staff were employed.
Staff received induction and on-going training and support that enabled them to carry out their roles positively and effectively.
People had access to healthcare services and were involved in decisions about their care and wellbeing. Partnerships with other agencies and health professionals enabled effective outcomes for people.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People and where appropriate their relatives were involved in decisions about their care.
People, relatives and professionals told us they could confidently raise any concerns, and these were addressed appropriately.
Governance systems and oversight of the service were robust. Issues were identified, and actions taken to address any shortfalls.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 4 April 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
Right at Home ( Bournemouth) provides care to people in their own homes in the Bournemouth and Poole area. At the time of the inspection 135 people were receiving the regulated activity, personal care.
There was a registered manager in post. 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.
Care Staff knew how to keep people safe. They had received training and understood the agency’s policy on safeguarding. Staff were confident they knew what to do and who to contact if they were concerned about any information they were given that was an allegation of harm.
There were enough care staff deployed at the right times to meet people’s assessed needs. Staff were given enough time to travel between appointments and their time was paid.
Risks to people and risks in the environment were identified and assessed enabling care staff to do their job safely.
Recruitment was robust and the provider used their knowledge of people using the service to match the right care staff with the right people needing support.
Medicines were managed safely. The systems in place ensured that care staff were trained and understood their responsibilities to support people with their medicines.
Induction, training and supervision ensured care staff had the right skills and knowledge to support people effectively. Developments in how training was delivered to care staff, listened to what care staff said they needed to be confident and comfortable in their caring role, and then provided the tools to support them.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
Where people were assessed as needing support to eat and drink this is carefully managed and people’s choices were respected.
People’s health care needs were monitored and action taken to ensure they saw a healthcare professional when necessary.
People we spoke with told us care staff were kind and compassionate and took time to listen to them. People told us they appreciate the care the agency took to match them with care staff that had similar interests. This made them feel valued and respected.
People’s needs were assessed and care plans were centred on their needs, wishes and preferences. Care staff were given enough time to travel between appointments and there was flexibility to respond to people’s sudden changes of need.
People told us that the agency listened and took action when necessary.
The provider’s values and culture was at the heart of the services’ development from the recruitment, training and support of care staff to how they listened to what people told them about the service.
The management of the service encouraged all staff to focus on the quality of the work and continually strive to improve.
There were systems in place to monitor the quality of the service provided to people and ensure their safety was never compromised.
People or their representatives said they were involved in the assessment and care planning process. They told us the service acted on any changes in their needs. They also told us they received support as detailed in their plan of care. One relative commented,' We have peace of mind. The agency is looking after my mother in-law well'.
People were supported to receive their medicines safely and as prescribed.
People were protected from abuse as the service had put policies and procedures in place that are followed by staff.
People were supported by staff that had been trained appropriately. Staff undertook induction and ongoing training to ensure they had the appropriate skills to deliver care.
The service had a quality assurance system and acted on any concerns or complaints they received. Feedback was sought from people who used the service and their representatives.