Archived: Right at Home (Ealing & Hounslow)

We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask;

' Is the service safe?

' Is the service effective?

' Is the service caring?

' Is the service responsive?

' Is the service well led?

This is a summary of what we found:

Is the service safe?

People we spoke with confirmed they were happy with the service and felt they were being cared for safely. Assessments for areas of risk had been carried out so action could be taken to minimise them.

The manager had undertaken training on the Mental Capacity Act 2005 and was aware of her responsibilities in relation to Deprivation of Liberty Safeguards. Recruitment practices were robust and were being followed.

Is the service effective?

Care records reflected people's individual needs, choices and preferences and staff had the knowledge and skills to meet these. People and their representatives were involved with the development of the care records, so they could express their views and have these included in the way they wanted to be cared for and supported.

People had the care and support they needed in their own homes to assist them to maintain as much independence as they were able.

Is the service caring?

The privacy and dignity of people using the service were respected. Staff listened to people and their relatives or carers so they respected people's preferences and wishes.

Comments we received about the staff included 'absolutely lovely, lovely attitude and manner', 'very willing and uses initiative.' and 'lovely and very caring and gentle.'

Is the service responsive?

The service had been providing care and support to people for three months. Monitoring visits and courtesy calls had been carried out to find out if people were satisfied with the service and assess if any changes were required.

People and their families said they would be confident to raise any issues with the manager so they could be addressed.

Is the service well-led?

The manager had been in post since the service registered in March 2014 and was registered with the Care Quality Commission. She had many years of experience in care and people and staff we spoke with said she was supportive and approachable.

The provider had in place systems to monitor the quality of the service and had started using these to monitor the care being provided to people.