The Care Quality Commission has rated Bright Care Horsham as outstanding following an inspection in February and March.
Bright Care Horsham is a domiciliary care agency run by Bright Care at Home Ltd providing personal care to people living with dementia and older people in their own homes.
The overall rating for the service is outstanding, as well as the ratings for how caring and well-led it is. How safe, effective, and responsive the service is, has been rated as good.
Neil Cox, deputy director of operations in the south, said:
Finding a service to be outstanding at their first inspection is very impressive, and is a testament to the preparation the dedicated staff at Bright Care put into planning the care they were providing people with.
Everyone we spoke with who used the service had positive things to say about the staff. They supported people to remain as independent as possible and respected their preferences and privacy.
One person told us staff always asked for their permission before doing anything and gave them the chance to do tasks themselves, and waiting to be asked for help if it was needed which they greatly appreciated. Another person told us that their confidence had grown because of staff promoting and patiently supporting autonomy.
Staff also treated people as individuals and got to know them well forming close but professional relationships. People told us they enjoyed chatting with staff and they felt like friends as well as carers. Staff frequently took people to shops, cafes, and parks to prevent social isolation.
It was great to see leaders had implemented processes which supported staff to work well with other healthcare partners. These constructive partnerships ensured a continuity of care across multiple services and had a positive impact on people’s health outcomes.
The service managed medicines safely in a way that met people’s needs and preferences. The registered manager also undertook audits to ensure staff administered medicines in line with best practice national guidance and the prescriber’s instructions.
Bright Care's commitment to training meant people received consistently positive outcomes in their care. Staff also felt listened to and valued. It was clear that leaders had created an open and inclusive culture.
Everyone at Bright Care should be very proud of the outstanding person-centred care they are providing, and the many highlights of the report reflect their achievements. Other services should look to this report to see what they can learn.
Inspectors found:
- People’s care records were extremely detailed with person-centred information, such as, previous occupation, hobbies and travel. Care plans had a high level of information about how people liked to be supported.
- The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care feedback and told them what had changed as a result.
- The services had clear responsibilities, roles, systems of accountability and managed the service well. They used this to manage and deliver good quality, sustainable care, treatment and support.
- Where potential safety concerns within people’s homes were discovered, these were acted on. One example involved West Sussex Fire and Rescue Service providing advice and smoke detectors for one person’s home.
- Leaders always made sure there were enough qualified, skilled and experienced staff, who received thorough support, supervision and strong development opportunities which had a positive impact on people’s care.
The report will be published on CQC’s website in the next few days.
