Right at Home Portsmouth

People and their relatives told us they were impressed with the service and that staff were exceptionally caring. People looked forward to the carers visiting and enjoyed their company. Staff spoke with compassion and genuine warmth when referring to the people they cared for. The caring ethos of person- centred, expressed to us by the provider and manager, was echoed in the comments made by the staff. This was reflected in the care people told us they received. People appreciated the continuity of care from the same care staff who were consistent and always attended. People and their relatives had trust and confidence in the staff and management.

People and their relatives consistently told us that the support being provided was incredibly responsive to their individual needs. The service was person-centred, viewing their relationship with people using the service as a 'partnership' with emphasis on equality and diversity including cultural and lifestyle choice. The service worked in collaboration with and health and social care professionals to promote joined up care. Care plans were comprehensive with clear instructions for staff on how the person wanted to be cared for. People's interests and what was important to them was prominent in their care planning. Consent to care was agreed at every visit which allowed for choice at the time of care delivery, taking into consideration a person's preferred way of communication.

People and their relatives were confident that if they had concerns they would be dealt with appropriately. Effective systems were in place to monitor the delivery of care through feedback from people and relatives, audits, spot checks, staff observational supervision and quality assurance questionnaires. Lessons learned were documented and shared in staff meetings. People received their medicines safely in line with their preferences and by staff who knew them well. People confirmed that staff followed infection control procedures and wore gloves and aprons appropriately to prevent the spread of infection.

The provider continuously encouraged staff to develop the support they provided and to give the highest possible care. 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 providers policies and systems supported this practice. There was a clear focus on providing person centred care and staff understood the needs of people, their individual wishes and preferences. The provider understood the importance of social activities to people's wellbeing and had developed community resources to help people live as full a life as

possible.

Staff received a comprehensive induction, refresher and specific subject training. The service promoted a learning and development culture to continually strive towards excellent care practice. The management team were open and transparent. The nominated individual and manager were passionate about supporting older people and had created a team of enthusiastic and dedicated staff. They provided good leadership and staff were clear about their role. The wellbeing of staff was viewed positively by management and was embedded within the culture of the service. Staff told us they felt valued and supported.