Roxhsana Ltd

At the time of the assessment, the service was supporting 17 people with their personal care needs. The assessment was planned as the service was unrated.

We have assessed the service against the ‘Right support, right care, right culture’ guidance. This enabled us to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence, and good access to local communities that most people take for granted. We found people received care and support in accordance with the principles of this guidance.

The service demonstrated exceptional leadership, highly reliable oversight and a deeply embedded culture of continuous learning and improvement.Care records were consistently well‑structured, with comprehensive assessments, outcome‑led and strength‑based support plans, and regular reviews ensured care remained personalised and responsive. Medication governance showed strong oversight, supported by regular audits and clear action pathways. Electronic running records and visit‑variance monitoring evidenced highly consistent, timely and person-centered care delivery,with all calls accounted for and variances proactively investigated.

People experienced care that was exceptionally kind, compassionate and deeply person-centred.Staff consistently demonstrated warmth, patience and genuine human connection, often staying beyond scheduled visit times to provide reassurance, emotional support or additional help when people felt anxious, unwell or vulnerable. Care was delivered in a way that honoured people’s routines, preferences and identities, with staff showing a strong understanding of what mattered most to each person. Families praised the continuity of relationships with staff.

Recruitment governance was robust and systematic, with thorough pre‑employment checks, verified documentation, police barring compliance, structured induction, shadowing, probation reviews and ongoing professional development through appraisals, coaching, mentoring and spot checks. Health and safety arrangements were strong, with fire safety testing, first‑aid audits, risk assessments, contingency planning and business continuity measures fully in place.

Safeguarding, incidents, missed calls, complaints and medication errors were reported promptly, investigated comprehensively and escalated appropriately,with clear actions taken to prevent re-occurrence. Leaders demonstrated a commitment to reflective practice, with opportunities identified to further strengthen consistency in lessons‑learned documentation across all governance streams.