Right Choice Home Care

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care. The provider was previously in breach of regulation in relation to good governance. At this assessment we found improvements had been made and the provider was no longer in breach of the regulation.

This service scored 75 (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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.

The provider’s strategy and culture was supported by a range of policies and procedures which reflected best practice in care and support and valued people as individuals. The feedback we received from staff showed they had a shared understanding of the service’s values and of their role in supporting people’s choices and rights. Staff were provided with opportunities to discuss best care practice and regulatory requirements at regular team meetings.

The service had inclusive leaders who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

People and staff spoke positively about the management of the service. They told us the registered manager was approachable and accessible at any time. People told us they would recommend the service to others. Staff told us they valued the support they received from the registered manager.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

People and staff told us they could raise concerns at any time. They told us they were confident their views and concerns would be listened to and acted upon.

The provider had a whistleblowing policy and staff were aware of this.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who work for them.

Staff had all received equality and diversity training and felt they were treated fairly and equally. The provider’s equality and diversity policy and procedure reflected current best practice in relation to staff recruitment and support. Staff had completed assessments enabling them to identify areas of work where they required additional support or adjustments. The registered manager told us they would always endeavour to provide such support where required.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They act on the best information about risk, performance and outcomes, and share this securely with others when appropriate.

The provider had systems in place to ensure people received good quality care. An electronic call monitoring system had been introduced which meant care calls to people could be monitored in ‘real time’. Regular quality assurance monitoring and audits had taken place, and any issues identified had been addressed promptly. People and staff had been asked for their views of the service and the feedback we saw was positive.

The provider understood their duty to collaborate and work in partnership, so services work seamlessly for people. They share information and learning with partners and collaborate for improvement.

The registered manager engaged in networks promoting and sharing best practice in care, such as Skills for Care, The Homecare Association and local care provider networks. People’s care records showed the service had engaged with relevant health and social care providers to achieve the best outcomes for people.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contribute to safe, effective practice and research.

The registered manager spoke of the importance of continuous improvement. For example, the introduction of an electronic call monitoring system enabled immediate monitoring of people’s care calls and access to their records. They planned to develop this further to include all records and quality assurance monitoring. Staff told us they had opportunities to contribute ideas and suggestions in relation to the way the service was delivered.