Right Trust Care Ltd

Right Care Trust Limited is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection there were six people using the service.

People’s experience of using this service and what we found

The provider had some quality monitoring systems in place, however they did not always identify issues and therefore were not effective. The provider had failed to implement a robust recruitment practice. Safeguarding arrangements were not robust and had put people at risk of harm. The provider had taken action to make improvements however, this was in response to CQC contacting the provider about these concerns.

Care records contained information about people's preferences and preferred routines. Risk assessment did not contain all the required information needed to guide and inform staff.

People received support to take their medicines and the provider was in the process of improving documentation in relation to medicine management.

There was enough staff to meet people’s needs. People told us they were very happy with their care and staff understood their needs. People told us they were involved with planning their care and they spoke highly of the management team.

Appropriate Personal Protective Equipment (PPE) was made available and worn by staff and they had received information and training so they understood the importance of this.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was Good (Published 30 May 2019).

Why we inspected

The inspection was prompted due to concerns about poor staff recruitment, people not receiving the care they required and poor management of the service.

A decision was made for us to inspect and examine those risks. We reviewed the information we held about the service. We only looked at safe, caring and well led during this inspection. We did not look at the key questions of effective and responsive. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

We found evidence the provider needs to make improvements.

The overall rating for the service has changed from Good to Requires Improvement. This is based on the findings at this inspection.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified breaches in relation to safeguarding and oversight and governance.

Please see the action we told the provider to take at the end of this report.

Follow up

We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Right Trust Care Ltd is a domiciliary care agency. It is registered to provide personal care to people living in their own homes in the community. The service supports people over 18 years of age including people with a physical disability and people living with dementia.

Not everyone using Right Trust Care Ltd receives regulated activity; CQC only inspects the service being received by people provided with personal care; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of the inspection six people were being supported with a regulated personal care service.

People’s experience of using this service

Although this was the first inspection of Right Trust Care Ltd we found excellent leadership values had been firmly embedded in this small, family run service. The actions of the managers and staff contributed to significantly to the positive outcomes and experiences people told us about.

Competent and thoughtful staff understood the benefits of the model of care described in the provider’s statement of purpose. This informed their practice and approach to care delivery. People responded to this extremely well and the feedback from a range of sources regarding the quality of care was wholly positive. People told us they felt the care and support they received was excellent, staff were well trained, and they trusted them. One said, “Staff are more than qualified and act professionally yet compassionately at all times.”

Staff knew people very well and had developed meaningful relationships with them. During the inspection, it was very evident people also enjoyed spending time with the staff. Observation of an activity with one person captured this beautifully and showed the exceptionally strong attachments existing between them.

The stable and nurturing service provided instilled a strong sense of trust. People were consistently complimentary about the care they received. They told us how staff and management worked together to achieve the very best outcomes for people. We heard of numerous examples of staff kindness and responsiveness, which had enhanced people’s lives and improved their physical and mental health and wellbeing.

Calls were timed to ensure staff always had time to spend with people without rushing them and to ensure they had time to travel to their next visit on time. People told us staff were extremely reliable, arrived at the agreed time and stayed for the right amount of time.

People were involved in the development and ongoing review of the service and felt able to influence the care they received. They told us managers were extremely supportive and listened to them. The service had received many compliments and positive feedback; people felt any concerns or issues they raised would always be appropriately responded to and resolved.

Suitable measures were in place to help minimise or reduce the risk of harm without causing undue restrictions. 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.

The 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.

Highly effective management systems were in place to safeguard people and promote their wellbeing. Robust staff recruitment, staff training, and quality monitoring systems and processes were in place. Feedback was regularly sought to drive continuous improvement.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This was the first inspection of the service since they registered with the Care Quality Commission on 17 January 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.