Right at Home Bromley

Updated 22 June 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check 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 inspection took place on 23 May 2018 and was conducted by one inspector. Prior to the inspection we reviewed the information we held about the service, including details of notifications submitted by the provider. A notification is information about important events that the provider is required to send us by law.

The provider completed a Provider Information Return (PIR) prior to the inspection. This is a form that asks the provider to provide some key information about the service, what the service does well and any improvements they plan to make. We used this information to help inform our inspection planning.

During the inspection we visited the office location and two people in their homes. We also spoke with another person and two relatives by telephone to gain their views on the service. We spoke with four members of staff, the registered manager and nominated individual, and looked at a range of records including four people’s care plans, four staff recruitment files, staff training and supervision records, and other records related to the management of the service.

Updated 22 June 2018

This inspection took place on 23 May and was announced. We gave the registered manager 2 days' notice of the inspection to ensure they would be available to meet with us. This was the first inspection of the service since it was registered by the provider.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of our inspection the service was providing personal care and support to 11 older adults in the London Borough of Bromley.

The service had 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 2008 and associated Regulations about how the service is run.

At this inspection we found that people were protected from the risk of abuse because staff were aware of the type of abuse and action to take if they suspected abuse had occurred. Risks to people were assessed and staff worked to ensure identified risks were managed safely. Staff were aware of the action to take to reduce the risk of the spread of infection. There were sufficient staff deployed to meet people’s needs and people confirmed they were supported by a consistent staffing group. The provider followed safe recruitment practices.

People received safe support to take medicines where this was part of their assessed needs. Staff were aware to report any accidents or incidents that occurred whilst supporting people and the registered manager reviewed the outcomes of all accidents and incidents with a view to reducing the risk of repeat occurrence. People’s needs were assessed before they started receiving a service to ensure that staff were able to provide them with effective care. Staff received an induction when they started work for the service and were supported in their roles through regular training and supervision.

Staff sought people’s consent when offering them support. 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. Staff monitored people’s conditions and supported them to access healthcare services when needed. People were supported to maintain a balanced diet where this was part of their assessed needs.

Staff treated people with kindness and consideration. They treated people with dignity and respected their privacy. People were involved in making decisions about the support they received. They were involved in developing their care plans and received care which reflected their individual needs and preferences. The provider had a complaint policy and procedure which gave guidance to people on how to raise concerns. People knew how to make a complaint and expressed confidence that any issues they raised would be addressed.

The provider had systems in place for monitoring the quality and safety of the service. People told us the service was well managed. The provider held regular staff meetings to ensure staff were aware of the responsibilities of their roles and kept up to date with service developments. Staff told us they felt well supported and valued by the management team. The registered manager was open to working with other agencies to ensure people received high quality care. The provider sought people’s views to ensure they were happy with the service they received and to make service improvements, if required.