Right at Home Camden, Hampstead & Golders Green

What inspectors found

From the Care Quality Commission's assessment published 8 November 2024 (assessment visit 2 August 2024). Quoted under the Open Government Licence.

1. Safe

   GGood Good

   People said they felt safe and supported by regular staff who knew them well. The service supported people to be safe from abuse and neglect. People’s care and risk management plans were person-centred, recognised people’s preferences and promoted their independence and safety. There were safe medicines management processes in place. These were reviewed regularly with people and their relatives. The provider encouraged openness and transparency to report and learn from incidents and concerns. The registered manager used learning from incidents to improve the service and this was shared with staff. The registered manager ensured there were sufficient numbers of competent staff to support people safely. The provider had appropriate recruitment procedures in place. Staff received induction, supervision, support and assorted training so they could support people effectively. The service worked well with other agencies to provide people with joined up care and help them to use other services.

2. Effective

   GGood Good

   The service assessed and reviewed people’s care and support needs with them. People’s care and risk management plans were personalised and focused on empowering people to be independent. Leaders checked the service was meeting people’s needs. Staff supported people to eat and drink enough and respected people's preferences. The service worked in partnership with other professionals to meet people’s health and social care needs. Staff supported people to make informed decisions about their daily living and respected their choices and the service worked in line with the Mental Capacity Act 2005.

3. Caring

   OOutstanding Outstanding

   People and their relatives spoke very positively about the care and support they received. They found this to be exceptionally caring, respectful, kind and compassionate at all times. People received highly personalised care that supported them to regain and maintain their independence and significantly improved people’s wellbeing and daily living. A relative commented, “Their hand-picked carers deliver the personal touch which means the client and family feel valued and very well looked after indeed.”

4. Responsive

   GGood Good

   People received personalised, holistic care that met needs. People were at the centre of how care was planned, with the involvement of their friends and family. People experienced continuity of care as they were supported by the same staff who they trusted and understood their care needs. People’s care plans were person-centred, reflected their beliefs and preferences and protected their rights. The service’s complaints and monitoring systems ensured people, relatives and staff could provide feedback about the service.

5. Well-led

   OOutstanding Outstanding

   The service was exceptionally well-led. People, relatives and staff all told us the way the service was led was outstanding and distinctive. There was positive culture of providing excellent care to people. People said the registered manager “goes the extra mile to make sure we have everything we need.” Leaders promoted a culture of excellent care and led by example to provide this. The service played an active role in the local community to benefit people who used the service and beyond. There were effective systems in place to monitor and improve people’s quality of care and continue to develop the service. Staff worked in partnership with other services to meet people’s holistic needs.