Right at Home franchisees are passionate about delivering quality homecare services that make a difference to their Clients’ lives. But what do we really mean, by quality care?
The answer was highlighted recently by a Care Quality Commission (CQC) inspector, who carried out a routine visit to Right at Home in Bournemouth & Poole.
As well as talking to the management team, the CQC inspector also contacted a random selection of Clients and their relatives, and staff, to assess how Safe, Caring, Responsive, Effective and Well-led the service is.
The outcome for RaH Bournemouth & Poole was an overall Outstanding rating, with good outcomes for ‘Safe’ and ‘Responsive’ and the best possible results for ‘Caring’, ‘Responsive’ and ‘Well-led.’
For owner Andrew Davis, the report behind this fantastic achievement made emotional reading, as it underlined how his business is positively impacting his Clients’ lives.
Examples highlighted by the inspector included Right at Home building a ramp, so a housebound Client could go outside for the first time in years; and a CareGiver taking their Christmas dinner to eat with a Client, so they were not alone all day.
“Our wonderful staff do it because they want to, not because they have to,” said Registered Manager Helen Garland.
One Client living with a mental health condition told the inspector that Right at Home’s support and encouragement had given them the confidence to book a trip abroad.
Another Client was upset as they could no longer visit a memorial plaque for close relatives at the local crematorium. Their CareGiver contacted the crematorium and arranged to collect the plaque, so the Client could keep it at their home. The Client was overjoyed by this kindness and told staff they felt their relatives were now close to them again.
Andrew said: “This kind of ‘extra mile’ care isn’t something which can be delivered without a team who are as committed as ours is. They really do treat their Clients like family.”
Right at Home’s 60+ franchise offices have an exemplary 100% Good or Outstanding rating record with the CQC – something that CEO Ken Deary says is testimony to his national support team.
“My commitment to our franchisees, is to employ a Franchise Support team who really understand the industry,” he explains. “All of our compliance team are former CQC inspectors, so they have an intimate knowledge around what franchisees need, if they are to receive the prestigious ‘Outstanding’ rating.”
Andrew agrees that National Office expertise has been hugely beneficial to his business.
“Without their support, I wouldn’t have known how to grow a business that has won national and local awards.
“The CQC rating provides objective recognition of what RaH offers: homecare which exceeds expectations – for both Clients and staff. People can lead more fulfilling lives as a result, with improved independence, social interaction and mental wellbeing.
“I am honoured to be a part of this amazing brand. And I’m pleased to support people, locally, who need us most.”
To find out more about the Right at Home franchise opportunity, email kate.dilworth@rightathomeuk.com or call Kate on 0151 3050755 for a friendly chat.
