Epsom and Reigate Home Care Service Rated ‘Outstanding’ at First Inspection

A home care provider in Surrey has been rated ‘Outstanding’ by the Care Quality Commission following its first inspection.

GoodOaks Homecare – Epsom and Reigate received the highest possible overall rating after inspectors identified exceptional standards of care, leadership, and culture from the outset.

A Strong Start Built on Culture and Leadership

The service, operated by Bonum Care Ltd, supports a wide range of individuals including:

• Older adults
• People with physical disabilities
• Individuals with mental health needs
• Those with sensory impairments

CQC rated the service:

• Outstanding for caring and well-led
• Good for safe, effective, and responsive care

Inspectors highlighted the organisation’s clear vision, strong values, and people-first culture as central to its success.

Person-Centred Care Delivered in Practice

A key theme throughout the inspection was the depth of understanding staff had for the people they supported.

Rather than focusing purely on task-based care, staff:

• Took time to understand individual preferences
• Built meaningful relationships
• Ensured people felt heard, respected, and involved

This approach had a direct impact on outcomes, with individuals reporting they felt:

• Safe
• Respected
• Well cared for

Relatives also noted they were fully involved in decision-making, reinforcing the service’s commitment to inclusive care delivery.

Leadership Visibility and Staff Culture

CQC placed significant emphasis on leadership within the service.

Inspectors found:

• Leaders were visible and approachable
• Staff felt valued and supported
• Morale across the team was high

This culture translated directly into the quality of care being delivered, with staff demonstrating pride in their roles and consistency in their approach.

Leaders were also actively involved in care delivery, including visiting individuals outside scheduled calls when needed — reinforcing a hands-on, responsive leadership style.

Strong Partnerships Supporting Better Outcomes

The service demonstrated effective collaboration with wider health and social care professionals.

This included:

• Supporting smoother hospital discharges
• Preventing delays in care
• Ensuring joined-up, responsive support

Detailed and personalised care plans ensured staff had clear guidance on:

• Daily routines
• Health needs
• Communication preferences

This level of detail supported consistent, high-quality delivery across the service.

Why This Matters

‘Outstanding’ ratings remain rare across the sector, with only a small proportion of services achieving this level of performance.

Achieving this rating at a first inspection is particularly significant and reflects:

• Strong foundations from day one
• Clear leadership and culture
• A consistent focus on person-centred care

The Bigger Picture

This inspection reinforces a wider trend emerging across high-performing services:

Outstanding care is driven by culture, leadership, and relationships — not just compliance.

Providers that:

• Invest in their teams
• Prioritise continuity of care
• Build genuine relationships with those they support

are increasingly standing out — both in inspections and in the market.

Looking Ahead

As demand for home care continues to grow, expectations around quality, consistency, and personalisation are rising alongside it.

For providers, the message is clear:

Outstanding ratings are not achieved through processes alone — they are built through people, leadership, and the everyday delivery of care.

To see more updates like this, register with The Daily Round today.