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Congratulations Right at Home Sutton and Essex!

A huge congratulations to the team at Right at Home who following an inspection in November received an Outstanding Rating from the CQC in January 2022! What a wonderful start to the year! Here is what the CQC said.

Right at Home (Sutton and Epsom) is a domiciliary and live in care service for people with physical disabilities, sensory impairments, people living with dementia or frailty. The service provides personal care to people living in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of inspection 39 people were receiving personal care support from the service.

People’s experience of using this service and what we found

People told us they received an exceptional level of care and support that frequently exceeded their expectations. Staff were particularly intuitive and had been chosen by the service for their kind and caring natures. Staff had made it their priority to build trusting and friendly relationships with people and their families and had a good understanding of their practical, social and emotional needs.

Staff were well informed about risks to people, and followed detailed guidance to reduce these, whilst continuing to promote well being and independence for the people they support. The service predicted risk and acted to prevent issues before they arose. Staff were very knowledgeable about other services and equipment that could improve people’s independence and referred to those in anticipation of people’s needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

We saw many examples of how staff had acted to improve people’s lives, and had worked together with people to achieve the very best possible outcomes for people. People were central to all decisions made, and were encouraged to choose the way in which they were cared for and by whom, and developed strong relationships with staff they knew well and supported them regularly. Opportunities had been sought by staff to improve people’s links with the community and the barriers removed that had prevented them from staying connected to others.

All of the people and families we spoke with praised the staff highly for their caring and kind natures. Many small acts of kindness and thoughtfulness made people feel happier and well cared for.

All the staff we spoke with told us they were incredibly proud to work for the organisation. They were highly valued and supported by the organisation, and received congratulations and awards as a thankyou for work well done. They were encouraged to get involved in making changes and improvements to the service, which would further enhance the quality of care for people. The management team, as well as being effective leaders for the service, also maintained their presence and relationship with clients, families and staff teams so that they were up to date and involved. They carried out support visits when needed to help support their team, and this boosted morale amongst the staff. Staff told us that the office team were as invested as the carers in providing the highest quality care.

Governance systems were robust and the management team analysed findings to continually make improvements to the service. Any issues with performance or quality were picked up straight away and acted on to prevent recurrence.

The culture in the service was one of transparency, openness, continuous learning and collaboration. Every person connected to the service that we spoke with felt involved, included and part of a team that were working together to enhance people’s lives on a daily basis. Staff going above and beyond expectations was considered usual practice by the service.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was Good (published 11 October 2017)

Why we inspected

This was a planned inspection.

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