Background to this inspection
Updated
16 May 2019
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
This announced comprehensive inspection took place on 05 and 15 March 2019. We gave the provider 48 hours’ notice because it is small service and we wanted to be sure senior managers would be available to support our inspection.
The inspection team comprised of an adult social care inspector and an inspection manager.
In advance of our inspection we reviewed all the information we held relating to the service. This included the Provider Information Return (PIR). This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and the improvements they plan to make. We took this into account when we inspected the service and made the judgements in the report.
During the inspection we spoke with two people who used the service and two relatives and received written feedback from two relatives to gain their views and experiences of the service. We spoke with three members of care staff and received emailed feedback from four further members of staff. We spoke with the registered manager and the provider.
We looked at: three people’s care and medicines records; two staff recruitment records, training and supervision files. We reviewed other documents which included minutes of meetings; accident and incident reports; complaints and compliments; quality monitoring systems; quality feedback surveys, and policies and procedures.
Updated
16 May 2019
About the service: Right at home (RAH) Borehamwood and Watford is a domiciliary (home care) care agency. It provides personal care to people living in their own homes in the community.
People’s experience of using this service: People told us they felt the care and support they received was very good. They told us the staff provided care that was safe and effective in meeting their needs. Staff knew how to keep people safe, had received training in safeguarding and they knew how to report their concerns to safeguarding authorities.
People received personalised care which met their individual needs. Care staff were very motivated and passionate about working at the service. They regularly went the extra mile for people to ensure they received the best standard of care possible. The provider and registered manager recognised when staff went over and above the call of duty.
People were extremely complimentary of the staff and how well they were cared for. Staff were encouraged to spend quality time with people and get to know them. People were treated with extreme dignity and privacy and encouraged to do as much for themselves as they were able.
Staff respected people and delivered care in a way they wanted. People were matched with staff who had similar interests. Positive and trusting relationships had been built up.
Staff always attended at the agreed times, and stayed for the duration of the visit. People were contacted by the office if staff were running late. The registered manager allocated travel time to help ensure care staff had adequate time to travel to their next visit.
Staff received an induction and regular training, relevant to their roles. Work based observation were completed to check that staff were competent in their roles.
People and relatives were happy with the care provided by Right at Home (RAH) Borehamwood and Watford. We received consistently positive feedback.
Staff were kind and caring, and regularly done things over and above what was expected of them. People`s dignity and privacy were promoted and respected.
People were involved in the development and ongoing review of their care and support plans. Risks were assessed and measures put in place to help minimise or reduce the risk of harm.
The provider and registered manager were very supportive and listened to any feedback or concerns. Complaints were fully investigated and resolved to the satisfaction of the complainant. Positive feedback and compliments had been received.
The service was flexible, staff were responsive to people’s needs and were very inclusive making sure people received their care in a personalised way.
The provider and registered manager ensured they were up to date with any changes in legislation and that these were implemented into everyday good practice. Staff received regular updates and information through meetings and regular information sharing forums.
The provider and registered manager had robust quality monitoring systems and processes in place. Feedback was regularly sought to drive continuous improvement. The management were well supported by the regional office staff.
Rating at last inspection: This was the first inspection of the service since they registered with the Care Quality Commission on 23/02/2018.
Why we inspected: This was a planned inspection.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.