Background to this inspection
Updated
13 April 2019
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Inspection team: Two inspectors carried out this inspection.
Service and service type:
Right at Home Welwyn, Hatfield & St Albans is a domiciliary care service providing care and support to people living in their own homes.
Notice of inspection:
This inspection was announced. We gave the provider 48 hours’ notice of our inspection to make sure senior staff would be available to support the inspection. Inspection site visit activity started on 26 February 2019 and ended on 12 March 2019. We visited the service on 26 February 2019 to meet the service manager, people and staff and to review care records and policies and procedures. We contacted people and staff for feedback and received supporting evidence from the provider to confirm what we reviewed during the inspection.
What we did:
Before the inspection we considered all the information we held in relation to the service, including statutory notifications. This information helps support our inspections. We also requested feedback from professionals.
During the inspection we:
• Spoke to three people who used the service.
• Spoke with three care staff, the registered manager, two directors and a senior support manager from regional office. We received feedback from two relatives of people via email.
• We reviewed information from two care files which included all aspects of care and risk assessments. which included their medicine records.
• We reviewed three staff recruitment files. We looked staff support arrangements including supervisions, and training records.
• Health and safety and servicing records.
• Records of accidents, incidents and complaints.
• Audits and surveys.
•We reviewed case studies relating to special moments people had experienced.
Updated
13 April 2019
About the service: Right at home (RAH) Welwyn and Hatfield is a domiciliary (home care) care agency. It provides personal care to people living in their own homes in the community. At the time of the inspection seven people were being supported with a regulated activity of personal care.
People’s experience of using this service: People told us they felt the care and support they received was excellent. They told us the staff provided care that was safe. Staff received training in safeguarding and they knew how to report their concerns to safeguarding authorities.
People told us they the staff were reliable, always came at the agreed times, and stayed for the duration of the visit. People told us they were contacted by the office staff if staff were running late. The registered manager told us they allocated travel time to ensure care staff had adequate time to travel to their next visit.
Staff received regular training, relevant to their roles. The registered manager observed their practice to help ensure staff provided care that was in being with the company’s core values.
People and relatives told us they were happy with the care provided by Right at home (RAH) Welwyn and Hatfield. We received consistently positive feedback.
They told us staff were exceptionally 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 and their relatives were consistently complimentary about the care they received and how staff and management worked together to achieve the best outcomes for people. The service was exceptionally caring, kind and compassionate to the people it supported.
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.
People and their relatives told us the provider and registered manager were extremely supportive and listened to any feedback or concerns. Complaints were fully investigated and resolved to the satisfaction of the complainant. The service had received many compliments and positive feedback.
People told us the service was extremely flexible staff were responsive to their 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 16 February 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.