Right at Home Camden, Hampstead & Golders Green Rated Outstanding by CQC

The CQC’s inspection awarded us an Outstanding rating overall and in the areas of caring and well-led services. We were rated Good for safety, effectiveness, and responsiveness. These ratings capture our continuous focus on quality, compassion, and the delivery of person-centred care.

CQC’s Findings on Our Care

Victoria Oecken, Deputy Director of Operations for the CQC in London, highlighted the culture of personalised care and dedication among our team. She remarked on the high level of trust and compassion people feel from our CareGivers, who often go above and beyond to support Clients’ needs.

During the inspection, staff were commended for visiting Clients in hospital, bringing homemade meals, and providing extra time and companionship to those approaching the end of life. Our Clients benefit from consistent support, with the same CareGivers working with them regularly, developing genuine, trusted relationships that enhance care quality.

The inspection highlighted the following, which is a testament to the hard-work of our entire team:

• Staff made special efforts to support Clients in enjoying activities, accessing local communities, and maintaining valued relationships.
• The service hosted an end-of-summer barbeque for Clients, their relatives, staff, and community members, fostering a supportive social network.
• Leaders and staff prioritised emotional wellbeing; for example, the registered manager invited an upset Client to lunch, which improved their mood.
• Staff made thoughtful gestures to help Clients celebrate significant dates, such as gifting a Christmas present inspired by a Client’s favourite book.
• Leaders matched Clients with CareGivers who shared similar interests and preferences, enhancing engagement and rapport.
• New staff shadowed experienced CareGivers to become familiar with each Client’s specific needs.
• The service helped Clients regain or maintain independence; following surgery, staff supported a Client’s recovery, restoring confidence and enabling social engagement.
• Clients reported that staff were always punctual, never missed visits, and often stayed longer to reduce loneliness.
• Leaders appointed a ‘going the extra mile champion’ to encourage staff to identify further ways to exceed Client expectations.
• Staff understood and respected Clients’ cultural, social, and religious needs.
• CareGivers were well-trained, including specialised training to compassionately support Clients with complex needs, such as dementia.
• Staff collaborated effectively with other health and care services, earning consistent praise from outside professionals for their support of complex needs.
• The service director was building relationships with local services and groups to address shared issues and improve Client care.