Right at Home Chippenham

Updated 31 July 2024

Date of assessment: 6 to 23 August 2024. We visited the office location on 8 and 14 August 2024. Right at Home Chippenham is a domiciliary care service that provides the regulated activity personal care to people in their own homes. We assessed 33 quality statements across safe, effective, caring, responsive and well-led key questions. At the time of this assessment, there were 60 people using the service. At our last inspection on 11 August 2021, we found improvements were needed in support and training for staff, consistency with visit timings, stability to the management approach and communication with office staff. This assessment was carried out to check if those improvements had been completed. We found the action needed to carry out the improvements had been taken and the service is now rated good in all key questions and overall. Staff received an induction when they started work and had been provided with regular updates on different areas such as moving and handling and safeguarding. Staff told us they were well supported and had regular supervision. There was an electronic care planning and staff rota system which people and relatives could access if they wanted to check visit times. Risks to people's safety were assessed and staff had guidance available. Care plans were regularly reviewed to make sure they were accurate. If needed staff contacted healthcare professionals to help meet people's health needs. There were 2 registered managers at the service who were supported by the provider. Governance systems helped to identify improvements and improve the safety of care delivery.

Updated 31 July 2024

People told us they felt safe using the service. One person told us staff watched them while they walked and did not rush them. They said, “Yes, I feel safe.” One relative told us, “[Person] is very safe because the carer understands what [person] needs. I am happy to go out and trust the carer.” Another relative said, “They [staff] really care for [person], it has been very professional. [Persons] safety has been paramount.” People told us they had not had any missed visits but staff at times could be late. Usually, a member of staff from the office called people to let them know if staff were going to be late, but this had not happened on every occasion. Some people thought staff were trained well but others thought staff needed more training. One person said, “I think they [staff] are trained well. When they come out, they just get on with it.” Another person said, “I don’t always feel the carers are getting the training from Right at Home.” People thought staff were kind and caring. Comments about the staff approach included, “They [staff] have got all the basics right. I have felt comfortable with them looking after my [person]” and “On the whole, quite impressed. All the carers are friendly, they listen and work appropriately.” People told us their medicines were being managed safely by staff. One relative told us, “They [staff] are always aware of their rules regarding medication, they would not give [person] anything not prescribed on the list in their phone.” People and relatives told us staff helped them see healthcare professionals if needed and worked in partnership to help meet people’s needs. One relative told us, “The staff worked together with the GP and kept in touch with me. Between us we got [person] sorted.” People knew how to complain if needed and how to ring the office. One person told us, “There are several people in the office, and they have always made themselves known. They tell me I can always ring them anytime.”