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Right at Home High Wycombe and District Outstanding

Reports


Inspection carried out on 22 March 2019

During a routine inspection

About the service:

Right at Home is a domiciliary care agency that was providing personal care to 26 people at the time of the inspection.

The service was exceptional in placing people at the heart of the service and its values. It had a strong person centred and local community based ethos. Staff and the service's management told us how important the services' shared values were to them, and how they were passionate about providing outstanding person-centred care to people when they needed it. Many people being supported told us they thought of their carers as being like family members, and told us they were highly compassionate, caring and flexible.

People's needs and wishes were met by staff who knew them well. We saw and were told of many examples of staff going 'above and beyond' to help and support people they cared for. The service carefully matched people to carers which in turn contributed to creating a 'personal touch' and a strong, visible person centred approach. People were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service. The staff and management team recognised and worked with people to reduce social isolation, they were particularly sensitive to times when people needed caring and compassionate support.

The service was extremely well led and the management team’s vision and values put people at the centre of the service. We saw these values had been integrated into the selection and training of staff and continued through day to day care ensuring people received a safe, caring and responsive service. There was a clear management structure in place that supported the registered manager in their role. Each staff members roles and responsibilities were clearly defined which helped to ensure that the service ran efficiently. Managers were encouraged to develop their leadership skills and those of others.

Staff were safely recruited and well trained. Staff were aware of how to report any concerns about neglect or abuse and were confident they would be addressed. They felt they were listened to, and were part of an organisation that cared for them and their wellbeing, as well as the people they were supporting.

People were supported safely, and risks regarding their care were assessed and met. Where this was a part of their care, people's medicines were administered safely and in accordance with the prescribing instructions. People and their relatives told us they were treated with great respect for their dignity and privacy.