Right At Home Loughton, Redbridge & Waltham Forest

There was a registered manager at the service at the time of our inspection. 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 service was exceptionally well led. The registered manager and director had an excellent relationship with all levels of staff as well as people who used the service and their relatives. There was open communication between all parties and care workers told us they felt well supported. The provider was proactive in creating a community atmosphere at the service location whereby people who used the service and their relatives visited regularly for informal chats and to get advice. The provider held frequent social events for people who used the service and their relatives, as well as for care workers and office staff.

The service had quality assurance methods to drive forward improvements at the service. Annual surveys were conducted of people, their relatives and staff and results were positive and highlighted the caring attitude of care workers and the supportive culture of the provider. There were a high number of compliments and thank you cards received from people who used the service and their relatives.