Right at Home Isle of Wight

Updated 9 November 2022

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 Health and Social Care Act 2008.

Inspection team

This inspection was conducted by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 36 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 5 October 2022 and ended on 12 October 2022. We visited the location’s office on 5 October 2022.

What we did before the inspection

We reviewed the information we had received about the service, including notifications. Notifications are information about specific important events the service is legally required to send to us. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with five people who used the service about their experience of the care provided. We spoke with and received feedback from four relatives and three health care professionals. We also spoke with 10 members of staff, including two providers; one of which was also the nominated individual for the service, the registered manager and seven care staff. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records including four people’s care records in detail, records in relation to medicines and three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including audits, training, staff rota’s, policies, procedures and compliments were also reviewed.

Updated 9 November 2022

About the service

Right at Home Isle of Wight is a domiciliary care agency which provides support and personal care to older people living in their own home. Not everyone using Right at Home Isle of Wight received a 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 our inspection 12 people were receiving a regulated activity from the service.

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

People were placed at the heart of the service and benefitted from a management and staff team who were committed to ensuring they received a service which was exceptionally caring.

People, relatives and healthcare professionals praised the approach of staff and commented on the positive impact staff had on their and/or other's lives. Staff provided care in an individualised way that enabled people to feel respected, appreciated and that their views mattered.

Staff had developed strong relationships with people and knew them exceptionally well. People and their relatives overwhelmingly told us that the staff made them feel included and went out of their way to treat them with dignity and respect.

The providers, registered manager and staff went above and beyond to learn about people’s life experiences and used the information gathered to support people to live fulfilled lives.

Staff had taken innovative steps to meet people's information and communication needs, going over and above complying with the Accessible Information Standard.

People felt fully engaged in all aspects of the service and were assured that any concerns or complaints would be handled appropriately by staff and management.

People and relatives felt the way the service was led was exceptional. We received without exception positive feedback about the providers, registered manager and staff. The providers’ values to “provide high quality, person centred care to our clients” and, “to provide the highest level of support to our staff to ensure their wellbeing is always considered” were fully embedded into the service.

Continuous learning was embedded in the culture of the service. The providers and registered manager were committed to obtaining feedback from people, those important to them, and staff so they could be assured people received excellent care, and to check if any further development of the service was required.

People were supported by staff who were highly skilled, and knowledgeable. There were enough staff to meet people's needs in a calm, supportive and enabling way. Recruitment processes were safe.

People received care that kept them safe from harm. Risks to people’s health and safety were regularly assessed and updated as their care needs reduced or increased.

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.

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

Rating at last inspection

This service was registered with us on 5 August 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.