Background to this inspection
Updated
23 May 2020
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 Care Act 2014.
Inspection team
The inspection was carried out by three inspectors.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Notice of inspection
We gave the service 48 hours’ notice of the inspection visit because we needed to be sure the provider would be available to support the inspection. Inspection activity started on 24 January 2020 and finished on 30 January. We visited the office location on 28 January 2020.
What we did before the inspection
Prior to this inspection we reviewed all the information we held about the service, including data about safeguarding and statutory notifications. Statutory notifications are information about important events which the provider is required to send us by law. We used information the provider sent us in the Provider Information Return. Providers are required to send us key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
We used all of this information to plan our inspection.
During the inspection
As part of our inspection we visited three people who received care from Right at Home GF and their relatives. We also spoke four people and five relatives on the telephone. We spoke with the provider, registered manager, seven staff members and the group quality and compliance manager. We reviewed a range of documents about people's care and how the service was managed. We looked at six care plans, four staff files, medication administration records, risk assessments, policies and procedures and internal audits that had been completed.
After the inspection
Following the inspection, we reviewed additional information including complaints monitoring and further audit information.
Updated
23 May 2020
About the service:
Right at Home GF provides personal care to people in their own homes. This includes both providing care visits and live-in care. 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 providing support to 54 people with personal care needs at the time of our inspection.
People’s experience of using this service and what we found:
People received an exceptionally personalised service which was promoted by a strong and effective leadership team. The provider and registered manager worked collaboratively to embed a positive culture with clear values which staff applied when providing care. There was a great commitment to ensuring people lived fulfilling lives and the service worked alongside other agencies to support people in achieving this. The provider and registered manager were continually looking for ways to develop and improve the service provided to people.
Staff told us they were proud to work at the service and of the support they provided. People told us staff would always ask what additional help they could offer and took a personal interest in building meaningful relationships with them. We found numerous examples of where staff had gone the extra mile to support people to achieve their goals and respond to their needs. Relatives were highly complimentary about the care provided to their loved ones at the end of their lives.
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. People and their relatives commented on staff listening to their wishes and respecting their choices which had given them back their sense of self-worth. Feedback from all those we spoke to reflected a staff team who were extremely caring and highly motivated.
The service had an active presence in the local community, particularly in raising awareness and support for those affected by dementia. Staff ran numerous groups throughout the week help people and their carers to remain active and receive support from each other and professionals. These sessions were open to the general public as well as those receiving care from the service.
People told us they felt safe with the staff who supported them and felt any concerns raised would be addressed promptly. Staff employed were subject to robust recruitment checks and received training, inductions and support in their roles.
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 16 February 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.