Right at Home Alton and Bordon

The provider's recruitment policy did not promote safe recruitment in line with requirements. Following the inspection, the provider updated their recruitment policy to ensure it followed all guidance in line with regulation.

The provider had a safeguarding policy in place, which detailed actions to help keep people safe in the event of concern to their safety or wellbeing. People said they felt safe with the care provided. There were enough staff in place to safely deliver care to people. The office staff would cover calls as a backup. Staff received training and support in their role including shadowing experienced staff. People and relatives were positive about staff. People's needs were assessed prior to care commencing.

People said that staff were kind, caring and friendly. We found that staff knew people well and respected their preferences. People said that staff had time to listen to them. People said that staff promoted their dignity whilst helping with their personal care.

Staff we spoke to had a good understanding of the Mental Capacity Act 2005 (MCA). 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.

The registered manager had ensured that care plans were reviewed and involved people and their relatives. This included details around people's medical needs, preferences and risks. The reviewed care plans were reflective of people's needs. The service was providing good end of life care and involved people in the planning and choice of how this was delivered by staff.

The registered manager worked with people and staff to create a friendly, open and comfortable atmosphere in the service. Staff felt supported to deliver high quality care that led to good outcomes for people. Staff were clear about their roles, the risks related to people and how to report issues. Staff felt

engaged and involved in the running of the service.