Right at Home (Ealing, Hounslow, Hammersmith and Fulham) was rated Good across all five key questions at its November 2023 inspection, maintaining its previous Good rating from 2018. The service demonstrated strong person-centred care, robust governance, effective staff training and positive feedback from people, relatives and staff throughout.
Strengths
· People and relatives consistently reported feeling safe, well-treated and happy with the care received, with comments such as 'All the carers are really kind, compassionate and respectful.'
· Staff received comprehensive training including dementia, learning disabilities, autism, MCA, infection control and medicines management, with competency assessments conducted by management.
· The registered manager, a qualified trainer, provided bespoke induction and training tailored to each staff member's previous experience.
· Person-centred care was embedded, including matching care workers by language, learning traditional cooking, and using sign language and objects of reference to support communication.
· Robust governance systems including audits of care records, medicines management, spot checks, surveys and franchisor quality checks supported continuous improvement.
Quality-Statement breakdown (25)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
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; supporting people to live healthier lives and access healthcareGood
effective: Ensuring consent to care and treatment in line with law and guidance (MCA)Good
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: Supporting people to develop and maintain relationships; support to follow interests and activitiesGood
responsive: End of life care and supportGood
responsive: Improving care quality in response to complaints or concernsGood
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: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood
well-led: Continuous learning and improving careGood