First class care

Going the extra mile is paying off for Right at Home franchisee Andrew Davis and his clients

Right at Home franchisees are passionate about delivering quality homecare services that make a difference to their clients’ lives. But what does quality care mean?

The answer was highlighted recently by a Care Quality Commission inspector, who carried out a routine visit to Right at Home in Bournemouth & Poole.

As well as talking to the management team, the inspector also contacted a random selection of clients, their relatives and staff to assess how safe, caring, responsive, effective and well-led the service is.

The outcome for Right at Home Bournemouth & Poole was an overall ‘outstanding’ rating, with good outcomes for ‘safe’ and ‘effective’ and the best possible results for ‘caring’, ‘responsive’ and ‘well-led’.

Fantastic achievement

For owner Andrew Davis, the report highlighting 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.

Registered manager Helen Garland says: “Our wonderful staff do it because they want to, not because they have to.”

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 says: “This kind of ‘extra mile’ care isn’t something that can be delivered without a team who are as committed as ours is. They really do treat their clients like family.”

Commitment to franchisees

Right at Home’s 60-plus franchise offices have an exemplary 100 per cent good or outstanding rating record with the CQC, something CEO Ken Deary says is testimony to his national support team.

He explains: “My commitment to our franchisees is to employ a franchise support team who understand the industry. All 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.”

Hugely beneficial

Andrew agrees that Right at Home’s 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,” he says. “The CQC rating provides objective recognition of what Right at Home offers: homecare that exceeds expectations - for both clients and staff. People can lead more fulfilling lives as a result, with improved independence, social interaction and mental well-being.

“I’m honoured to be a part of this amazing brand. And I’m pleased to support people, locally, who need us most.”

At a glance Right at Home UK

Established:

2010

Number of franchised outlets:

64

Location of units:

England and Wales

Investment range:

up to £130,000

Minimum required capital:

£40,000

Contact:

Kate Dilworth. kate.dilworth@rightathome.co.uk. 07825 047344 rightathomefranchising.co.uk