Right at Home South Trafford

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff treated people with kindness, compassion and genuine respect. They took time to build trusting relationships, listened carefully to people’s wishes and supported them in a warm and considerate manner. Care was delivered in a way that protected people’s dignity, ensuring their privacy was respected and their preferences were central to every interaction. People and their families consistently reported feeling valued, understood and treated as individuals, reflecting a culture where empathy and person‑centred care are at the heart of the service. A staff member told us, “We are trained during the induction to ensure that we are respectful and promote dignity at all times. We are advised about privacy and confidentiality and know that this must be respected.”

A staff member recognised, a person they supported had enjoyed a long and meaningful career in healthcare and had formed strong friendships that had faded over time. Drawing on their detailed understanding of the person’s life history and the value these relationships once held, the staff member took proactive steps to help re‑establish these connections. They sensitively contacted two long‑standing friends the person had not seen for many years and confirmed their willingness to reconnect. The staff member then arranged a safe, comfortable and enjoyable afternoon tea in the person’s home, supporting the visit throughout. They promoted conversation, offered reassurance and ensured the person felt relaxed and confident. This demonstrated a deep respect for the person’s dignity, identity and emotional wellbeing.

People confirmed they were treated well. One person said, “It’s rather nice because (they) come in, they always shout and let me know they are coming in. Start off with a little chat and catch up with what I am doing. I am really satisfied with them. They are obviously well trained.”

People and their relatives valued the way staff communicated, noting that staff kept them well‑informed, listened carefully and shared information in a clear and respectful manner. This helped people feel reassured, involved and confident in the care being provided. One person told us, “They (staff) treat me as a friend and how you would react with a friend. As I say to them, it’s not just physical care, its social, the communication – communication is vital.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff consistently treated people as individuals, showing kindness, respect and a strong commitment to understanding what mattered most to each person. We were told, staff supporting people by recognising and respecting their preferred name, pronouns and identity, and tailoring care to their personal goals and circumstances. This included helping individuals access the community, explore clothing that reflected their identity, improve their home environment at their own pace and connect with social groups that aligned with their interests. A staff member told us, “We ensure dignity, respect, privacy and confidentiality by knocking before entering, closing curtains and doors during personal care. Covering clients as much as possible during personal care. Speaking to clients using their preferred names. Discussing personal information only with authorised individuals and in private. Respect the client's home.”

We saw staff had supported a person preparing to move from their long‑term home into residential care, recognising the emotional impact of such a significant change. A familiar staff member worked closely with them to understand their routines, preferences and meaningful belongings, shared this information with the receiving care team and accompanied them on the day of the move. This provided reassurance, continuity and comfort, helping the person feel settled and respected throughout the transition.

Another person told us, they had previously been in a care home due to their mobility deteriorating and wanted to return to their own home and had been able to do with the support of Right at Home South Trafford. They told us, staff had supported their physio exercises which had stopped at the care home and this had enabled their mobility to improve. They also shared they attempted to walk a few steps, a couple of times a day with staff support and this had reduced the person’s risk of falling.

People spoke highly of the staff and the compassionate way they were treated. One person told us, “They do make an effort to keep my spirits up. I just need the girls to keep me on a level keel and they do. Friendship is what I value more. No, I can’t rush, I work at sloth pace. They do it at my pace, no pressure, no rush.”

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported people to maintain independence, make their own choices and remain in control of their daily lives. They took time to understand what mattered to each person and adapted support so individuals could do as much as possible for themselves, at their own pace. People were encouraged to make decisions about their routines, activities and personal preferences, with staff offering guidance only when needed. A staff member told us, “I encourage clients to do as much as they can by themselves safely. I provide support only when needed and ensure my client feels confident and supported. I always try to work at my client’s pace, involving them in their care rather than just completing tasks.”

People spoke positively about how staff ensured independence was maintained. One person told us staff supported their daily physio exercises which had enabled them to remain as mobile as possible. They told us, “The exercises, enables me to stand. They use a turner (moving and handling equipment) so the fact I can still stand up is very important because if I can’t use the turner the only way I can move around is by a hoist. It’s important they keep my legs and body on the move.” The person went on to say, “What’s happened over the years is I have improved dramatically with my standing and walking, but I had a fall and never stood again until recently and I am starting to stand again.”

A relative told us, “We stressed that with [ Registered manager] when she came, it’s important to keep her independence. I write the menu for the week, and I will put things on there that are relatively easy to do. I have seen [person’s name] helped’ on the notes. And one carer has played games with her, and she is able to join in. And she is also independent when using the toilet.”

Staff supported a person who valued their independence and wished to manage their own routines, even when this created challenges around safely taking prescribed medication. A familiar staff member recognised the risks, approached the situation sensitively and worked collaboratively with the person and their GP to find a safer, once‑daily alternative that maintained their autonomy. This personalised approach balanced safety with respect for the person’s choices, enabling them to stay in control of their daily life while reducing the risk of missed doses. A staff member told us, “We try to give people enough time, so care is not rushed and remains person-centred rather than task focused. This is one thing I love about working with Right at Home.”

The provider was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded promptly and sensitively to people’s immediate needs, ensuring support was delivered at the right time and in a way that respected each person’s preferences. They remained attentive to changes in wellbeing, offered reassurance when people felt anxious or unsure, and adapted their approach to provide the right level of help without undermining independence. This responsive and person‑centred practice helped people feel safe, listened to and confident that their needs would be met when required.

Right at Home uses digital monitoring technology to support early identification of health concerns. Staff take basic clinical observations in people’s homes, and the system generates an evidence‑based score to highlight any signs of deterioration. Baseline information from healthcare professionals is built into the system to ensure alerts are accurate and personalised. Care staff record observations only and escalate concerns to the appropriate clinician, ensuring people receive timely medical review. This approach promotes safe, proactive care and supports positive health outcomes.

We found a staff member had checked a person’s blood pressure which was significantly higher than their base line. The person also shared they had a mild headache. Staff consulted with the person’s GP who advised to increase the monitoring to every two hours and following this, the GP adjusted the person’s medication. Because the elevated blood pressure was identified early and escalated promptly, and managed safely by the GP, the person did not require any further medical intervention.

Staff had supported a person living with dementia by recognising that a meaningful activity from their past continued to hold emotional importance, even as their abilities changed. The person had become disengaged and frustrated which was impacting on their wellbeing. A familiar staff member worked with the person to reintroduce the activity in a way that matched their current strengths, offering gentle prompts and reassurance while encouraging independence.

Staff also supported a person who had become increasingly isolated by recognising the importance of their past experiences and personal interests. A familiar staff member arranged a safe, accessible outing linked to something meaningful from the person’s life, providing companionship and encouragement throughout. The visit lifted their mood, increased engagement and helped them reconnect with a valued part of their identity, demonstrating how personalised support can significantly enhance emotional wellbeing.

People felt staff recognised when they weren’t their usual selves with one person telling us, “They are good like that because they recognise when I am not well or in a state. They are very good at lifting me out of a little bit of despair.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were supported to feel valued, confident and well‑equipped in their roles. The service promoted a positive working culture where team members were encouraged to share ideas, reflect on practice and access guidance when needed. Regular supervision, open communication and opportunities for learning helped staff feel supported and enabled them to deliver high‑quality, person‑centred care.

Staff wellbeing was actively supported through regular debriefs after challenging incidents and wellbeing checks following bereavement. Staff members with additional needs received flexible, tailored support to help them succeed in their roles. The provider also promoted a positive team culture by organising informal social activities, such as monthly coffee mornings and occasional meals out, helping staff feel valued and connected.

A staff member told us, “I feel that Right at Home truly values its staff by providing training opportunities, listening to our concerns, and supporting us in our roles. Our manager is very approachable and encourages open communication, which helps us feel respected, listened to, and confident in our work. I feel valued and appreciated at work”