13 July 2016
During a routine inspection
Right at Home (Ealing and Hounslow) provides a domiciliary care service for adults with a range of needs. The service offers support to people who require help with day to day routines including personal care, meal preparation, light housework, shopping and companionship. At the time of our inspection there were 22 people receiving personal care. Right at Home (Ealing and Hounslow) is a franchised branch of the Right at Home company and there is a director who owns the franchise and runs the operations.
Procedures were in place to safeguard people against the risk of abuse. Staff understood the importance of keeping people safe and reporting any concerns.
Risks were assessed and where required action plans put in place to minimise them.
Staff recruitment procedures were in place and being followed. There were enough staff to meet the needs of people using the service.
Staff understood medicines administration procedures and provided people with the support they needed to take their medicines safely.
Infection control procedures were in place and being followed to minimise any infection risks to people and staff.
Staff received the training and supervision they needed to provide them with the knowledge and skills to care and support each person effectively.
Staff respected people’s rights to make choices about their care and support and knew to act in their best interests.
People were supported to maintain their nutritional intake and assisted with meals if required.
Staff knew the processes to follow to ensure input from healthcare professionals was obtained if people needed it. Staff understood the action to take if someone was unwell including summoning the emergency services if required.
People were happy with the service they received and said staff took the time they needed to give them the care and support they required. People said staff were kind and treated them with dignity and respect.
Care records were person centred and reflected people’s individual needs and wishes. Staff read and understood these and provided people with the care and support they needed.
People’s care and support was reviewed regularly and whenever any changes in their care were identified so people’s needs continued to be met.
Procedures for raising complaints were in place and people and relatives knew how to raise any concerns so they could be addressed.
People and relatives could contact the service easily and at any time they needed to and said the director and registered manager ran a good service. Staff said the director and registered manager were very supportive and accessible.
There were systems in place for monitoring the service so that any shortfalls were identified and then addressed in a timely way.