Right Care (NW) Ltd, a domiciliary care agency serving 37 people in Bolton, was rated Good across all five key questions at its inspection in December 2022–January 2023, improving its well-led rating from Requires Improvement at the previous inspection. Key recommendations were made to strengthen care plan detail, introduce body maps for medication recording, and implement an overarching internal service audit.
Concerns (4)
moderate
Care planning
: “The level of detailed information in people's care plans was mixed. Other people's care plans needed further development to ensure the same level of detail was included in all plans.”
moderateGovernance: “The provider did not have an overarching service audit they completed internally.”
minorMedication management: “The provider's recording system did not have body maps for the location where creams should be applied.”
minorRecord keeping: “The manager had identified as part of their action plan, reviews of people's care had not always been recorded.”
Strengths
· People and relatives felt care was provided safely and staff had a good understanding of safeguarding processes
· Medicines were managed safely with an alert system notifying the office if medication was not administered at scheduled times
· New manager implemented supervisions with all staff within the first few weeks of taking up their position
· Robust complaints policy in place with evidence of professional responses and lessons learned
· Provider promoted an inclusive person-centred culture and worked in partnership with local authority and other professionals
Quality-Statement breakdown (21)
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
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: 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 staff; Working in partnership; Continuous learningGood