Right at Home Worthing & Shoreham District

'Right at Home' is a national franchise. A franchise is when a franchisee (the provider) has bought the right to sell a specific company's products in a particular area using the company's name.

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. Where they do we also consider any wider social care provided.

Staff had a good understanding of what safeguarding meant and the procedures for reporting any issues of harm to people. All the staff we spoke with were confident any concerns they raised would be followed up appropriately by the registered manager.

Staffing levels were specific to individuals. A person said, "I have a superb service, because of the calibre of staff. I mostly have the same staff and have had for 3 years. They are never late, and I have never had a missed call. My main carer, who I have five days a week, is now more of a friend than a carer. I like my calls early, at 7am. This gives me the rest of the day for myself and this time has never ever been a problem." The staff recruitment procedures ensured appropriate pre-employment checks were completed to ensure only suitable staff worked at the service.

Medicines were managed safely by trained staff. Effective practices were in place to protect people from infection.

Staff received supervision and appraisals to support them in their role and identify any learning needs and opportunities for professional development. Senior staff carried out spot checks on staff to monitor the quality of the service provided and to seek the views of the people who were supported.

Staff supported people to have enough to eat and drink and to make choices about what they ate and drank. A person said, "They make my meals for me, we plan this together to make sure certain foods are

taken out the freezer in time. They are always thinking ahead to make sure I have enough stock in the cupboards and fridge so I don't go hungry."

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 received appropriate healthcare support as and when needed and staff knew what to do to summon assistance.

People were supported by kind and caring staff who knew them well. People spoke highly of the staff who looked after them and said they were treated with dignity and respect. A person said, "The staff really care for my modesty. And treat me with respect. We have a laugh and a joke. They always encourage me to do what I can do. I can wash certain parts of my own body, and they allow me to do this, they respect this."

People were involved in all aspects of their care and were supported to express their views. Complaints were investigated and managed appropriately in line with the provider's policy.

The registered manager monitored the quality of the service and used feedback from people and staff to identify improvements and act on them. The service worked in partnership with other agencies to ensure quality of care across all levels. People, relatives and staff were encouraged to provide feedback about the service. There was a culture of openness and transparency. Staff were positive about the management and leadership of the service.

The service had quality assurance systems in place, which were used to good effect and to continuously improve on the quality of the care provided.