Right at Home Alton and Bordon received an overall Good rating across all five key questions in its first CQC inspection, with people and relatives consistently praising kind, timely and person-centred care. Minor recruitment record gaps and an inadequate recruitment policy were identified but remedied by the provider during the inspection process.
Concerns (4)
moderate
Record keeping
: “Three staff files checked did not have complete work histories. One staff file was missing assurance from two previous care jobs.”
moderateGovernance: “The provider's recruitment policy did not promote safe recruitment in line with requirements by not requiring them to gain assurance for previous employment in health or social care.”
minorPerson-centred care: “One person told us, 'I'm told we are short of staff and have to have new people.', and another said, 'I would like a more regular time and girls that I knew.'”
minorIncident learning: “There were systems in place to analyse incidents although as multiple systems were used, there was a delay in getting this information.”
Strengths
· People felt safe and staff had good safeguarding knowledge; the registered manager reported concerns to the local authority as required.
· Electronic call monitoring system in place to reduce risks around missed or late calls, with relatives confirming punctuality.
· People and relatives consistently described staff as kind, caring, friendly and respectful, taking time to understand individual needs.
· Care plans were regularly reviewed, person-centred, and reflective of people's medical needs, preferences and risks.
· Strong end of life care provision, including bereavement training and advocacy for people's wishes to remain at home.
Quality-Statement breakdown (25)
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood