Right at Home Colchester and District

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 90 (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 fostered a culture of treating people with kindness, empathy and compassion. This was demonstrated by staff who placed people at the centre of everything they provided.

People told us staff were kind, compassionate and felt they were treated with dignity. A person said, “I am over the moon I feel I am treated like a member of my carers family I could not be cared for any better.”

Another person said, “I think they go above and beyond, last week I had an incident and I needed some help I didn’t know what to do so I rang the office explained what had happened and within 10 minutes one of my carers came to help me even though they weren’t due to come that meant the world to me.”

Another person told us “The carers used to look after my husband and when he passed, I was lost. One of my carers helped me through the very difficult times straight after. Another carer loaned me a black handbag for his funeral. That to me is something else.”

A relative said, “The staff are all very well trained and I believe they genuinely enjoy the work they do.”

Another relative told us “The carers are all kind caring respectful and extremely compassionate I have never been let down at all I can guarantee that they will be on time for her calls.”

People and staff told us they felt people were treated with kindness and in a caring way. People and their relatives said they would be happy to recommend the service to others. One person said, “I would recommend Right at Home if someone asked me I find it it’s great.”

The provider was passionate about making the lives of the people they supported better and fulfilled. For example, at Christmas the service hosts an event for staff and people to attend and also a Christmas extravaganza’s where money is raised for the local hospice. The registered manager told us they were passionate about reducing loneliness and promoting people’s wellbeing. The service regularly organised other events such as a yearly Halloween bake off. People who use the service and staff can all enter a bake into the competition, and the nominated individuals and managers judge who wins the prize. The service also had monthly craft sessions at their accessible offices and staff and volunteers for the service provide free transport for people to attend. A person fedback to the service that the craft events “Gets me out. It does me good some days I only see the Caregivers my life is very limited so I look forward to theses days very much”.

The service also set up a ‘love to move’ class which is for exercises and movements. This started out as monthly but due to the popularity amongst people who use the service, this was increased to weekly. A relative confirmed this by telling us, “The service runs a movement class and one of the carers takes [relative] there.”

Another example was for VE day the service organised a fish supper, where the local fish and chip shop supplied food and there was music entertainment. This was also open to the local community as well as people who use the service. People’s feedback was that it was a wonderful event and how it made a difference to their day. A relative fedback to the service “what a lovely idea for VE day. I also wanted to say what wonderful work you are doing it really has made a difference to [relative] life.”

The service organised a 10-year anniversary celebration to mark Right at Home Colchester District's tenth year of operation. The event included an afternoon tea attended by people using the service, their families, staff members and a live band, providing opportunities for social interaction and community engagement.

The service also held fundraising events for people and the wider community. For example, the service held regular raffles, fundraisers, quiz nights and community days to promote community engagement and inclusion.

People told us that the extra mile the provider and staff went, made a difference to them. One person reflected on the events and said that they “Lifted my spirits, its nice to be around people”.

We saw numerous examples of where staff went over and above their roles. For example, one person wanted to learn to knit so a member of staff taught them. Another example we saw was where a member of staff got married and then gave out their wedding flowers to people who use the service to be part of the day.

The provider treated people as individuals and led a culture that promoted staff to care and support people in a way that met people's needs and preferences. The provider took account and provided the tools for staff to consider people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People felt they were treated as individuals. A person said, “I am treated with the respect they would give their own father. I don’t think my care could be any better. Every person I have had contact with has been wonderful.”

A relative told us, “The companion shift she gets is very good as it means if [relative] wants to out the carer takes [relative]. It’s very much about what [relative] wants as an individual and not what they want from [relative].”

Another person told us, “I am very happy with my carers they do everything I need them to. Having them help me allows me to remain in my own home. I have 3 visits a day. I know who will be visiting and because they know me well, we have a brilliant routine”.

There were a strong organisational commitment and effective action to ensure there was equality and inclusion for everybody. People's care was planned with them, and they were fully involved in developing their care and support plans which ensured they were always treated as individuals. People told us these were regularly reviewed and updated where appropriate.

Topics of interests and ‘one page profile’ were a big part of the initial assessment an-assessment process. Staff took great interest in people and worked in partnership with them and their families to develop detailed information. For example, favourite places they have travelled, family life, occupations, hobbies and interests. Having such information helped staff to strike up meaningful conversations and was used to develop a person-centred plan of care.

Information was sought about people’s preferred routines and the ways in which their care would fit into their lives rather than their lives having to change because they now required care and support. This meant people’s care was delivered in a holistic and person-centred way. The care plans clearly recognised people as unique individuals and recognised their diverse strengths and needs.

The provider was proactive at responding and taking actions from people’s feedback and requests. For example, feedback from surveys were reviewed by management and actioned in an improvement action plan.

People told us that they received continuity of care and this was further evidence from how staff spoke about people they support. It was clear they knew people and their preferences very well.

The service had developed a "Wishing Well" initiative to support people to achieve personal goals and experiences that were meaningful to them. This was fully funded by the service, at no cost to people who use the service. When people moved into the service, they were encouraged to identify wishes or aspirations, which were reviewed regularly as part of care planning and review processes. Wishes were recorded on individual "wish coins" and each month the service selected wishes to fulfil.

Staff provided examples of wishes that had been achieved, including enjoying freshly baked blueberry muffins for tea, trips to the seaside for fish and chips, afternoon tea outings, scenic drives through familiar areas, visits to local garden centres, and appointments to have nails done. We saw evidence of people feeding back to the service that their ‘wish day’ gave them a great lift and that it was memories made.

One person wished to visit , a place where they had previously spent time with their partner and enjoyed seeing the rose gardens. Staff supported the person to visit this place, accompanied them throughout the day, had lunch, and spent time reminiscing with them about their partner. This demonstrated how the service recognised the importance of maintaining people's emotional wellbeing, personal histories, and valued relationships.

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

People said they were always supported to promote independence, choice and control.

A person said, “I feel really safe with the carers they make me feel right at home and I know without them coming I wouldn’t be able to stay at home.”

Another person said, “I could not ask for any more from my carers, they are all kind, caring and very respectful. Without the help they give me. I would not be able to stay in my own home. Nothing is a trouble to any of my carers.”

Staff told us they encouraged people to do what they could for themselves and supported them with what they needed assistance with.

Care plans included information about how to support people in a way of that reflected their choices and promoted independence where possible.

The provider 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 were able to quickly recognise when people needed urgent help or support and acted accordingly. For example, we found evidence of staff and management escalating immediate concerns around people’s health and wellbeing to the appropriate places.

The provider had enough staff working for the service and was able to provide the necessary time and attention when a person needed immediate support due to changes in their needs.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff told us they felt extremely supported in their role and that their management team made themselves available and supported their well-being. Staff told us, “We have team nights out and office coffee morning for the staff. We’re like a big family with a friendly atmosphere. I feel 100% valued.”

Another member of staff told us “It’s a very supportive culture and they try to do things for the staff as well as the people, we do events throughout the year to show appreciation. The office is trying to keep everyone tailored to boost positivity. For example, we have car air freshers with positive quotes. We have team nights out and accommodate all staff, we recently went to mini golf.”

A third member of staff said, “I feel very supported. They take more of an interest in you than where I have ever worked before. I have had some difficult personal challenges and this company have done whatever to adapt my work pattern to help. They actually care. They always follow up and just check with you. They never just forget about you.”

Staff told us their managers had a flexible approach and supported them to create a work pattern that met their individual needs as well as the needs of the company.

The service had their own going the extra mile (GEM) awards which staff and people who use the service alike can make a nomination for a staff member to be recognised for doing something above and beyond their normal day to day role. Once a month nominations are considered by the management team and then the person awarded receives a certificate and thank you prize. We saw evidence of people who use the service, relatives and colleagues making nominations for staff. Some examples of the reasons for their nominations included finding a lost wedding ring, supporting people with tasks in their own time and staff supporting other staff members through induction.

Another stand out nomination was for a staff member who took a ‘craft day event’ to the persons home as they were unable to attend in person. The impact of this was described as meaning this person felt included and involved in the comfort of their own home and took part in their own way.

Staff also told us, “Recently we all had a foot massage for all staff to come in and get a foot massage, and the office would cover their visits. The manger is keen to reward staff. The manager enters staff into awards all the time. We also have GEM awards. We can nominate people for them. We also all get ‘Good news Friday’ which is nice to know what everyone is doing. Nice to be noticed and recognised with the awards.”

Staff wellbeing was prioritised from recruitment onwards to ensure staff felt welcomed, supported and valued throughout their employment. New staff received a welcome booklet containing useful information, answers to frequently asked questions, key contacts and introductions to colleagues within the organisation. A buddy system was also in place to provide additional support and reassurance during induction. We saw evidence of one new staff member nominating their induction buddy for the services GEM awards because of the positive impact it had on them. They said they nominated this colleague as they had gone ‘above and beyond’ in their role as a buddy. The staff member stated “[staff] has hugely boosted my confidence. [staff] makes me believe that I can do anything I put my mind to. I feel supported and [staff] has welcomed me into the right at home family with open arms. [Staff] is what right at home is all about, constant support, genuine care and going the extra mile to make you feel part of something special.”

The service further promoted staff wellbeing through a personalised recognition scheme. Staff were invited to complete a ‘Wishing Well’ coin, identifying a gift, experience or incentive they would value. In the same way the service sought to fulfil people's wishes, it worked to fulfil staff wishes throughout the year. Examples included a garden ornament, tickets to the Van Gogh Experience in London and enrolment on a floristry workshop. This demonstrated the provider’s commitment to recognising staff contributions and supporting their wellbeing.

We saw multiple examples where the service had made well-being packs and seasonal packs. For example, in winter they provided staff with bags which included useful items such as de-icer for their cars.

Management went out of their way to ensure care staff had face to face contact and support, out in the field or in the office. The service held multiple events such as quiz nights, parties and a cake baking competition for staff and people building on the clear sense of ‘family spirit’ that ran through the service. One staff member told us “It’s a very supportive culture and they try to do things for the staff as well as the people, we do events throughout the year to show appreciation. For example, we have car freshers with positive quotes. We have team nights out and accommodate all staff, we recently went to mini golf.”

The registered manager demonstrated clear passion for supporting and developing staff in any way they could. Staff had access to regular training and completed a National Vocational Qualification (NVQ) if they wanted to. One staff member told us “I didn't get the confidence to do my qualification until I worked here. They supported and guided me all the way through. Over the last few years, I truly feel like I've become part of the Right at Home family. They never make me feel like I can't achieve something. Instead, they help me believe that I can. I will always be grateful to the team for seeing something in me that I never saw in myself and giving me the opportunities they have."

The management team were also very good at passing on feedback to staff from people who use the service. Staff told us this made them feel valued and appreciated.