The inspection took place on 24 and 26 January 2018 and was announced.

Right at Home Mid-Sussex is a domiciliary care agency. It provides personal care to approximately 45 people living in their own houses and flats in the community. The majority of people receiving a service are older adults with a range of care and support needs and who fund their own care. Not everyone using Right at Home Mid-Sussex receives regulated activity. CQC only inspects the service being received by people provided with personal care, help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

A registered manager was 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.

The care and support people received from Right at Home Mid-Sussex was of a high calibre. People felt very safe with staff who supported them and told us they were encouraged to be as independent as possible. People spoke highly of staff and had complete confidence in them; the provider had a pro-active approach in relation to ensuring people’s safety. If they had any concerns in relation to people’s safety, staff knew who to contact and what action to take; they had completed safeguarding training. Risks to people were managed safely and assessments were drawn up before people received support from staff. People were prevented from the risk of infection because staff had completed appropriate training and wore personal protective equipment as needed. Staffing levels were such that staff did not feel rushed when spending time with people. Staff said shifts were organised to accommodate their needs, as well as the needs of people they supported. Safe recruitment systems were in place. Staff had been trained in the administration of medicines and records were completed in confirmation that people received their prescribed medicines. Lessons were learned and improvements made when things went wrong. Staff felt able to raise any concerns they might have in relation to safety incidents and that action would be taken.

We found numerous examples of the kind, caring, warm and outstanding care that people received from staff. People and their relatives spoke positively about staff and were extremely happy with the care they received. Staff encouraged people in their independence so that people felt in control of their lives. Staff went the extra mile in relation to people’s wellbeing and the help staff provided went beyond the hours they were contracted to deliver. People’s needs were paramount and staff were highly motivated to provide the care and support people wanted. Relatives who cared for their loved ones were not forgotten and care was provided that fitted in with relatives’ needs, as well as people being cared for. People were involved in all aspects of their care and felt that staff treated them with dignity and respect in a discreet and sensitive way. The provider recruited staff who had the right values and attitude towards providing high quality care. A relative said, “They are very kind to him, very respectful and they always do jobs over and above what is in the plan. I’ve never felt worried about how they were treating him, they are so gentle and patient with him. They chat to him and try to get to know him. I hear them laughing with him. They are very tender-hearted”.

Care plans were detailed and people were fully involved in drawing–up and reviewing their care plans. People were carefully matched with staff who would be looking after them. People felt they received good quality, personalised care and that their preferences were met. The service was responsive to people’s changing