Right at Home Bournemouth and Poole achieved an Outstanding overall rating at its October 2019 inspection, improving from Good in three of the five key questions, driven by exceptional person-centred leadership and a deeply compassionate staff culture. No regulatory breaches or failure themes were identified; the service demonstrated innovation, robust governance and outstanding outcomes for the 85 people it supported.
Strengths
· Exceptional person-centred culture embedded throughout the service, with staff consistently going above and beyond to improve people's lives, wellbeing and independence.
· Outstanding staff matching process pairing carers with people based on shared interests and backgrounds to promote meaningful relationships.
· Innovative post-falls service using portable equipment that facilitated 43 safe floor recoveries, saving approximately 258 hours of people waiting for ambulances.
· Robust governance, quality assurance audits and complaints tracking systems with strong registered manager leadership and provider oversight.
· 100% of staff and people said they would recommend the service; staff praised training as exceptional, brilliant and thorough.
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityOutstanding
caring: Supporting people to express their views and be involved in making decisions about their careOutstanding
caring: Respecting and promoting people's privacy, dignity and independenceOutstanding
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesOutstanding
responsive: Supporting people to develop and maintain relationships to avoid social isolationOutstanding
responsive: End of life care and supportOutstanding
responsive: Meeting people's communication needsOutstanding
responsive: Improving care quality in response to complaints or concernsOutstanding
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringOutstanding
well-led: How the provider understands and acts on the duty of candourOutstanding
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsOutstanding
Right at Home (Bournemouth) achieved a Good rating across all five key questions at its January 2017 inspection, demonstrating safe, person-centred care delivered by well-trained and compassionate staff. The service was characterised by strong leadership, innovative training, robust recruitment, and effective quality assurance systems with no areas of concern identified.
Strengths
· Staff were trained in safeguarding and confident in reporting concerns; robust safeguarding knowledge evidenced across the workforce.
· Medicines were managed safely with completed administration records reviewed on return to the office.
· Robust recruitment including DBS checks, two written references, proof of identity, and psychometric testing.
· Innovative, responsive training programme including practical packs, flash cards, and hands-on sessions tailored to staff feedback.
· Staff were matched to people based on shared interests and characteristics, fostering valued relationships.