Home Instead East Hertfordshire and Uttlesford

Not everyone using Home Instead Senior Care received a regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection,120 people using the service received the regulated activity of personal care.

People's experience of using this service: Staff supported people to make significant improvements to their lives. People received individualised care and support that was responsive to their needs. Assessments focused on people's individual needs and preferences and provided information for staff about how to support people to improve or maintain their independence in their own home.

People were supported to achieve outcomes and overcome barriers to living their best lives, by staff who understood the value of person-centred care. Staff worked in innovative ways, having excellent knowledge of people in their care and adapting constantly their approach people.

People told us staff were caring and kind and talked about having close relationships and friendships with them. Care staff were skilled in delivering people's care in the way they preferred, and which improved their quality of life.

Staff understood how to keep people safe and protect them from harm. Risks to people's everyday lives had been assessed. Systems were in place to ensure people received their medication safely. Staff were recruited safely and there were enough staff to meet people's individual needs. Incidents and accidents were investigated, and actions were taken to prevent recurrence. Staff understood their responsibilities to prevent the spread of infection whilst working in and between people's homes.

People were assessed to ensure the service could meet their needs. Staff completed training and received support and supervision to enable them to carry out their roles and responsibilities. Staff worked well with external professionals to promote people's health and wellbeing.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff respected people's life histories, diversity and personal preferences when delivering care. The provider

actively sought feedback from people using the service and their relatives. This information was used to develop and improve service delivery.

Staff were supported by a management team who had a clear vision for the service. Systems and processes were in place to monitor the service and identify and drive improvement. To ensure people using the service were supported in the most effective way the service worked in partnership with other health and social care organisations.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk