Home Instead Stafford, Cheadle and Stone

People's experience of using this service: People and their relatives told us they felt very safe using the service. The service was extremely reliable, and the care staff were timely. One person said, "They are always on time. That helps tremendously; it helps us organise our lives."

There were robust systems in place that ensured the service was very reliable. There was an electronic system which alerted staff if somebody's visit was later than expected. Action was then taken to investigate and ensure people were safe and received their visits as required. One person's relative told us, "The system works brilliantly; it gives me reassurance as I live far away."

The recruitment of new staff was safe and staff members were trained in safeguarding vulnerable adults. There were appropriate risk assessments in place for risks that may arise when providing care and support for people and how these risks would be reduced. People were supported to take their medication safely.

People and their relatives praised the skills and approach of staff members. One person's relative said. "They are outstanding. The staff say how much they enjoy caring for [name], which is very reassuring for me."

At the service there was a strong focus on maximising training and support opportunities to enable staff to be as effective as possible in their role. All staff members were very positive about the training and support they received. They told us they felt well supported, well equipped for the role, happy and were looked after by senior staff. A personal interest was shown in each staff member.

The training process was creative with a focus on developing the empathy, compassion and interpersonal skills of staff to ensure positive relationships were developed with people using the service. Staff members told us that during supervision meetings they were supported in developing their relationships with people.

People were truly respected and valued as individuals. People told us that staff were caring and supportive of them. One person said, "I feel happier when they [care staff] are here." Another person had written to the service saying about their care giver, "They have been the perfect care giver. She has supported us with total professionalism. Always on time, a shoulder to cry on, a helping hand when needed and totally honest in every way."

People were treated with the upmost dignity and their privacy was deeply respected. One person told us, "Carers coming into our home is an intrusion; but they make it as easy as possible." Another person's care plan contained information for staff on how to ensure their visits did not excessively interrupt the person's

day. The visits were planned around the person's favourite television programs and family events. Staff knew when the person wished to have personal space.

Staff spoke very positively about people and their role. One staff member told us, "It's a massive privilege to support people in their own homes." The service was working within the principles of the Mental Capacity Act. People's consent to their care was sought during the assessment and care planning process. Their permission was sought before care and support was provided even if this had previously been agreed and was in a person's support plan. This showed people respect in their own home and acknowledged that people may change their minds. People were supported to remain in control of their lives as much as possible.

Each person had an individualised, person centred care plan. Care plans were set out as a series of outcomes that people wished to achieve and had clear details of what support a person agreed they needed to safely achieve these outcomes. People's care plans also contained details of what people were able to do for themselves or could achieve with some support. People and their relatives told us that they were involved in putting together their care plans. If appropriate the service also worked closely with health professionals in the design and delivery of people's care.

People and their relatives told us that the service was well-led and of high quality. One person's family member told us, "I was very nervous of going through an agency. But the compassion and respect [name] and I get are amazing." One person said that they could not have coped without the service they received. They said, "It was the best thing I could have done."