Archived: Right At Home (Twickenham to Weybridge)

The agency provides domiciliary, dementia and end of life care to people living in their own homes. It is located in the Hampton area.

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 and associated Regulations about how the service is run.

This was the first inspection since the agency moved premises. At the previous inspection on 7 October 2015, the agency was rated overall good with good for each key question.

People and their relatives said that they were happy with the service that the agency provided. The agreed tasks were carried out on time and to their satisfaction. Normally they were given notice of any changes to staff and the timing of their care, unless it was unavoidable short notice. They felt safe with staff that the agency provided and thought that as an organisation the agency and its staff really cared about them. They said the service provided was safe, effective, caring, responsive and well led.

The records were up to date and covered all aspects of the care and support people received, the support choices they had made and identified that they were being met. They contained clearly recorded, fully completed, and regularly reviewed information that enabled staff to perform their duties well. The agency had incorporated new technology that improved the standard and quality of the service people received.

Staff were knowledgeable about the jobs they did, people they supported, the way people liked to be supported and worked well as a team. Staff had appropriate skills and provided care and support in a professional, friendly and kind way that was focussed on the individual as a person. Staff were aware of their responsibilities to treat people equally and respect their diversity and human rights. They treated everyone equally and fairly whilst recognizing and respecting people’s differences. Staff were well trained, knowledgeable and accessible to people and their relatives. Staff said the organisation was a good one to work for and they enjoyed their work. They had access to good training, support and there were opportunities for career advancement.

Staff encouraged people and their relatives to discuss health and other needs with them and passed on agreed information to GP’s and other community based health professionals, as required. Staff protected people from nutrition and hydration associated risks by giving advice about healthy food options and balanced diets whilst still making sure people’s likes, dislikes and preferences were met.

The agency staff were aware of the Mental Capacity Act (MCA) and their responsibilities regarding it.

They said the management team and organisation were approachable, responsive, encouraged feedback from them and consistently monitored and assessed the quality of the service provided.

The health care professionals that we contacted were happy with the support that the service provided for people.