GoodOaks Homecare - Epsom and Reigate

We completed this assessment as the service was previously unrated. This was a fully comprehensive assessment, looking at all quality statements.

Leaders and staff offered an exceptional service to people and their families. People and their representatives worked in partnership with the care provider to develop and tailor the service to meet their needs. The service had a clear vision to be a leading care provider and to be involved in shaping and developing the care industry.

People were respected and valued as individuals and were empowered to be fully involved in their care and were supported by an exceptional staff team. Staff and leaders were very caring and knowledgeable about how best to communicate with people and to advocate for them to ensure their views were heard. There was a strong culture within the service of treating people with dignity and respect, and staff spent time getting to know people and their specific needs before they provided them with care and support.

Staff and leaders welcomed contact from people and their families and wanted to ensure everyone who contacted the service had a positive outcome. Staff and leaders were knowledgeable and aware of the different elements and difficulties associated with care, ageing and the acceptance of having care at home. They were able to signpost people to other services if they were unable to deliver the service themselves. This enabled them to offer people a holistic service that was seamless and ensured continuity of care.

A positive culture was in place, which focused on inclusivity. There was a zero-tolerance approach to discrimination and leaders took an interest in learning about the staff team and what was important to them. The provider had partnered with a number of other organisations to further enhance their service to support people with their health, mobility and increase opportunities for engagement in the community.

People were protected by strong and inclusive safety systems, with a focus on openness, transparency and learning. There were systems in place to make sure the service was safe, with appropriate staffing levels and highly skilled staff to deliver good quality care. Risks to people were fully assessed and well managed.