Right at Home Croydon is a Good-rated domiciliary care agency serving 36 people, distinguished by Outstanding well-led practice characterised by exceptional person-centred leadership, a no-stranger staffing policy, and deep community engagement including founding the Croydon Dementia Action Alliance. No failure themes were identified; the service was found to be safe, effective, caring and responsive with no breaches of regulation.
Strengths
· Exceptional leadership with a strong, inclusive workforce culture and employee assistance programme including free dentistry, opticians and physiotherapy.
· No stranger policy ensuring people always received care from familiar staff, with careful matching based on shared interests and hobbies.
· Electronic care monitoring system enabled real-time oversight of staff attendance, task completion and medicines administration.
· Provider founded and chaired the Croydon Dementia Action Alliance, delivering free community dementia workshops.
· Care calls predominantly one hour or longer, preventing rushed visits and reducing social isolation.
Quality-Statement breakdown (22)
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: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringOutstanding
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsOutstanding
well-led: How the provider understands and acts on the duty of candour; managers and staff being clear about their rolesOutstanding
well-led: Continuous learning and improving care: Working in partnership with othersOutstanding