Right at Home (Ealing, Hounslow, Hammersmith and Fulham)

Updated 8 December 2023

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

The inspection visit was conducted by 1 inspector. An Expert by Experience supported the inspection by making phone calls to people using the service and their relatives. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

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 provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

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

Notice of inspection

We gave the service a short period of notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 14 November 2023 and ended on 21 November 2023. We visited the location’s office on 21 November 2023.

What we did before the inspection

We looked at all the information we held about the location, including notifications of significant events.

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.

During the inspection

We spoke with 4 people who used the service and the relatives of 7 other people on the telephone. We received written feedback from 14 care workers.

We met the registered manager and other staff working in the agency offices. We looked at the care records for 5 people and other records used by the provider for managing the service. These included records of staff recruitment and training, complaints, audits, and meeting minutes.

We met the nominated individual and the quality compliance manager who worked for the franchisor. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

Updated 8 December 2023

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

About the service

Right at Home (Ealing, Hounslow, Hammersmith and Fulham) is a care agency providing personal care and support to people living in their own homes in North-West London. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of the inspection 14 people were receiving support with personal care.

The agency is registered to provide care to older and younger adults, including people with learning disabilities. At the time of the inspection, most people receiving care were older adults.

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

The service was able to demonstrate how they were meeting the underpinning principles of right support, right care, right culture.

Right Support: The staff supported people to make choices and have control over their care. Staff focused on people's strengths and encouraged them to be independent when possible. The staff supported people to help make sure they were safe. Staff supported people with their medicines.

Right Care: Staff understood people's diverse needs. People received kind and compassionate care. Staff respected people's privacy and dignity. People's individual needs were planned for and met. Staff were well trained so they understood how to care for people well.

Right culture: People received good quality care. Staff understood about best practice. Staff felt well supported and enjoyed working at the service. The agency was developing links with the local community and looking at ways they could meet a range of different needs in addition to providing personal care and support, for example facilitating events for people with dementia.

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 information, please read the detailed findings section of this report. If you are reading this as a separate summary, the full report can be found on the Care Quality Commission (CQC) website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was good (published 26 May 2018).

Why we inspected

We had not inspected this service for over 5 years, and we needed to check that they were still providing good quality and safe care.

Follow up

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