Right at Home (Bristol East)

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. At the time of the inspection, the service was providing personal care support to 53 people.

Staff demonstrated the values of the organisation very well in the care and support they provided. People received a service which met their needs to a high standard, and often exceeded people's expectations.

The management team ensured high standards which reflected best practice were consistently achieved and improvements were made promptly where necessary. Audits and compliance checks were embedded in the service and these supported the team to make sure quality and safety were closely monitored and standards maintained.

Staff were highly motivated to support people to develop or maintain skills and independence and achieve exceptionally positive outcomes for people. The staff we spoke with were kind and caring, and treated people with dignity and respect.

People and relatives routinely expressed their views and preferences. Feedback about the service was very positive overall. 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.

People felt safe when being supported by the provider. Systems and processes were in place to safeguard people from the risk of abuse. Staff understood their responsibilities and received regular training to ensure people were safe. Where risks had been identified, assessments were in place and action was taken to manage risks where possible.

Staff were safely recruited, and sufficient staff were in place to support people. Staff received relevant induction, training and support, and were competent to carry out their role. Any concerns were addressed promptly by members of the management team.

People were supported to access to routine and specialist healthcare services where necessary to ensure they received timely care which met their needs. Staff worked in partnership with a range of other organisations to improve and develop Right at Home (East Bristol).

People's needs and preferences were assessed before they received support from the service, and these were regularly reviewed. Care plans gave guidance to staff about what people could do for themselves and how best to provide support.