The Care Quality Commission (CQC) has found the quality of care provided by Right at Home (Maidenhead and Slough District) in Maidenhead, Berkshire, to be Outstanding following an inspection in April 2019.
Inspectors rated Right at Home (Maidenhead and Slough District), Outstanding for being well-led and responsive to people’s needs and Good for being safe, caring and effective.
Right at Home (Maidenhead and Slough District) is a domiciliary care agency. It provides personal care to people living in their own homes in Maidenhead and the surrounding areas, providing personal care to younger adults and older people. On the day of the inspection the service was supporting 50 people with personal care.
Rebecca Bauers, Head of Adult Social Care Inspection, said:
“It is great to congratulate Right at Home (Maidenhead and Slough District) on achieving an Outstanding for their care.
“People were receiving exceptional care with services being developed and tailored to their needs
and at the same time promoting independence.
“Staff spent time getting to know people to build meaningful and valued relationships with them. People were treated with compassion and kindness.
“It was clear throughout the inspection, that the staff took pride in their work and went the extra mile for the people they supported. Not only have they kept to a level of excellence but they have taken our previous report to heart and have explored what else they could do to improve the care they offer the people using the service. I would like to congratulate the service on attaining an overall rating of Outstanding.”
People were treated as individuals, with a high level of kindness and compassion and ensured that people's cultural and ethnic needs had been considered when matching the right staff with people. One person told inspectors, "They know I can speak Spanish and have matched me with a Spanish carer who's great. She always asks me if I've done my exercises". This person then added, "The carer is a really good cook and she knows I like my Spanish food and offers to make me a tortilla. If I haven't got an onion one day, she will bring one in for me and make it, which is really kind of her".
There was a strong emphasis on continuous improvement. The provider had adopted an innovative way to recruit the right staff. They used a psychometric profiling tool to better understand employee's attitudes, values and to establish a benchmark job-fit for each candidate.
The provider operated a "No stranger guarantee" which meant people met the staff member that had been carefully matched with them to decide whether they wanted to receive support from them. People's opinions were sought, and people had a number of opportunities to provide their feedback.
Staff were supported by an exceptional and approachable management team. They were clearly valued by management who actively sought ways to retain staff and improve services, following their suggestions. In turn, this created job satisfaction and a reliable and stable service.
The full inspection report can be found at: www.cqc.org.uk/location/1-672569133
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