About the service:

This service is a domiciliary care agency that provides support to people in their own homes. It provides a service to younger and older adults, people with physical disabilities, sensory impairments, mental health needs, learning disabilities or dementia. The provider has one domiciliary care agency within their registration. The service's office is based in Stockport, and personal care is provided to people in surrounding areas. At the time of the inspection it was providing a service to 34 people, and 24 of the people were receiving personal care.

People’s experience of using this service:

The service had received many compliments from people who used the service and their relatives. One compliment stated, “We changed to Right at Home. It is the best decision I have made.” Another compliment stated, “The quality of the service they provide is excellent. The service is delivered with care, kindness and empathy. Right at Home Stockport always go the extra mile and I rate them very highly indeed.”

Medicines systems were organised and people were receiving their medicines when they should. The service was following safe protocols for the administration of medicines.

People were supported to understand how to keep safe and to raise concerns when abuse occurred.

People we spoke with felt staff managed their needs well. One person said, “I feel safe in their hands.”

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.

The service worked closely with people’s social workers to ensure people’s needs were met, and professionals spoke positively about the service. One professional we spoke with told us, “I have had nothing but positive experiences whilst working closely with Right at Home.”

Risk assessments were linked to people's support needs. These explained the actions staff should take to promote people's safety and ensure their needs were met appropriately.

Although the service identified risks and managed them, we found one person’s assessment was not clear about what information staff needed to provide support. We recommend that the service reviews what information they have when family are partially responsible for the care of people. The registered manager followed this up imminently.

People told us staff were kind, courteous and sensitive. One person said, “Staff are exceptionally caring and kind”.

Relatives we spoke with also spoke positively about the staff. One relative told us, “Staff are caring and kind towards mum. I think that is important, they are coming into mum’s house and I feel like sometimes it is a friend who has come to visit, which is nice.”

The service used an electronic record system, which meant updates to people’s needs were quickly identified and actioned. Live links to mobile devices ensured people, staff, family and some social care professionals could access information at any time. One relative commented, “I have the [name of electronic record system] and it is brilliant. I can keep up to date and see mum’s progress, especially when I am on holiday. It is very reassuring.”

The service was well led. The registered manager promoted best practice in person centred care. There was a clear culture based on achieving positive outcomes for people. The provider organisation was central to supporting the registered manager to establish and promote best practice principles. The registered manager received regular support and supervision from the wider management team and had access to a support network which was flexible and responsive.

Staff told us they were clear what standards were expected of them and were committed to achieving them.

The service met the characteristics of Good in all areas; more information is in the full report.

Rating at last inspection:

This is the service’s first inspection.

Why we inspected:

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