Right at Home Havant and Petersfield

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

There was consistent, excellent feedback from everyone we spoke to about the leadership of the service including the provider and registered manager.

The service was an important part of the local community. The provider had developed exceptional links to local organisations and services that valued working with the service. These links benefitted people using the service and local people. The provider had plans to further develop these links.

Governance systems were highly robust and ensured the service maintained an excellent standard of care being provided.

There was a strong emphasis on continuous learning and improvement within the service. Incidents and accidents were recorded and explored for lessons that could be learned.

People received excellent person-centred care where staff knew people exceptionally well. People were encouraged to live their lives as fully and independently as possible.

Staff went the extra mile to arrange meaningful and enjoyable activities for people. Staff consistently worked hard to reduce the social isolation of people.

Staff were genuinely valued by people, relatives, the provider and registered manager. Staff received excellent support and felt proud to work for the service. They were well supported throughout their induction to the service and then on an ongoing basis.

The service consistently responded to complaints appropriately; people and relatives felt comfortable to raise concerns though those we spoke to had not needed to. The service had consistently received excellent compliments from people that the care they had received was of high quality. The service sought and

monitored feedback from people and relatives regularly.

The service was highly open, honest and inclusive. Diverse needs were met in innovative ways in respect of the protected characteristics of the Equality Act 2010.

People were consistently positive about the caring and compassionate approach of staff. People and relatives were always involved in the planning of care.

Care records contained excellent detail and person-centred information.

People were treated with dignity and kindness in all of their interactions with staff.

Staff were confident in identifying and escalating safeguarding concerns. The registered manager had made referrals to the local authority safeguarding team appropriately.

Staff had a good understanding of risks to people and how to minimise those risks. They raised concerns about health and wellbeing appropriately.

Staff had been recruited safely because the provider operated an effective recruitment process and undertook appropriate pre-employment checks.

There were sufficient numbers of staff available to support people. The service responded to needs for flexibility around visit times as much as they were able to.

Staff supported people to take their medicines safely.

Staff followed infection control procedures to prevent the spread of infection.

Staff had received training to enable them to carry out their role effectively.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People's nutritional needs were monitored and the service promoted a healthy balanced diet for people.

Incidents which required reporting to CQC were being reported.

The five questions we ask about services and what we found