Right At Home (East Lancashire & Ribble Valley)

People were always treated with patience, kindness and compassion. Staff always respected their individualities and celebrated their achievements. People had full choice in their care and had made trusting bonds with consistent members of staff, leading to some exceptional outcomes. Staff responded to people in a timely way. The provider excelled at supporting staff wellbeing.

People received timely and effective support from staff who understood them well and worked consistently in line with the provider’s ethos of providing high quality, compassionate care.

Staff were extremely well supported to give high standards of person-centred care to people who used the service. They arrived on time, stayed for the duration of calls, knew what was expected of them and engaged with people to build rapport and trust. They used initiative and had the support of the provider when exploring ways to increase people’s independence and wellbeing. Proactive partnership working and the use of meaningful activities was a core strength of the service, and had positive impacts on people’s quality of life.

The service had well established electronic records systems. The registered manager demonstrated effective oversight of this and was well supported by an experienced office team who had a range of delegated responsibilities. Staff were supported to further their careers in social care through extensive training and learning packages.

The registered manager and nominated individual worked proactively with the team and external partners to continually look at ways of reviewing and improving the service.

The provider had a positive learning culture. People and staff could raise concerns when they needed, confident that managers would investigate incidents comprehensively. Staff understood their safeguarding responsibilities and managed risks. People were protected and kept safe from the risk of abuse. There were appropriate environmental risk assessments to help people maintain safe environments at home, and for staff to support them. Staff managed medicines safely. People and their relatives were involved in planning any changes to their care.

The provider’s policies and processes had regard to current evidence, legislative change and good practice; these were regularly reviewed.

Leaders were clear about the culture being one of person-centred care. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities.