Right at Home U.K

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

This is the first assessment for this service. This key question has been rated good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a shared vision, strategy and culture. For example, there was a clear and consistent approach across the service, with staff demonstrating a good understanding of the provider’s values through their practice. Policies, training and supervision reinforced expectations around equality, inclusion and respect for people’s rights.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. For example, leaders were visible and approachable, and staff spoke positively about the support and guidance they received. There was clear oversight of the service, with leaders using their experience to make informed decisions and drive improvements. Records showed regular communication and engagement with staff, and a culture of openness where concerns could be raised and addressed appropriately.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. For example, staff and families described an open and supportive environment where views and concerns could be shared freely. Systems such as regular meetings, supervisions and feedback opportunities encouraged people and staff to speak up.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. For example, the provider promoted a diverse and inclusive workforce, where differences were recognised and respected. Staff told us they were treated fairly and had equal opportunities to develop within their roles. Policies and practices supported equality and fairness, helping to create a working environment where staff felt respected, valued and able to contribute to high-quality care.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. For example, there were clear structures in place outlining roles and responsibilities, with effective systems for oversight and accountability. Leaders used audits, reviews and performance data to monitor the quality of care and identify risks. Where issues were identified, action was taken to address them and improve outcomes. Information was recorded accurately and shared appropriately with relevant professionals, supporting safe, coordinated and sustainable care.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. For example, the provider worked effectively with external professionals and services to support coordinated care. Information was shared appropriately to maintain continuity and improve outcomes for people. Staff and leaders demonstrated an understanding of the importance of partnership working, and there was evidence of learning being shared to drive improvements in practice and service delivery.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research. For example, the provider promoted a culture of continuous learning and improvement, with staff encouraged to reflect on practice and develop their skills. Staff were supported to follow best practice guidance, contributing to safe, effective and high-quality care. There were systems and processes in place to ensure lessons were learned from incidents. Feedback and audits were used to improve care delivery.