Home Instead

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

People's experience of using this service: ● People told us they received very high quality care from exceptionally dedicated and caring staff, which professionals confirmed. A staff member told us, "The clients come first with Home Instead." People valued the hands-on approach of the provider who completed their initial assessment. ● The provider took great care to match people and CAREGivers and introduce them, prior to the first care call. CAREGivers had sufficient time to spend with people at each call, which enabled the provision of thoughtful, unrushed care. ● CAREGivers went the 'extra mile' for people in the provision of their care. They were sensitive to what was important to people and went out of their way to help them. ● People living with dementia derived great pleasure and benefit from the provider's 'Music and Memories' café. CAREGivers supported people to go out into the community to pursue their interests. ● CAREGivers sensitively discussed with people their end of life wishes. ● People were involved in planning their care. Their care plans were individualised. ● People received safe and effective care from competent staff ● Staff worked closely with other professionals to ensure people received seamless care. ● The service was family run and well led. The provider was highly visible and involved with the service. ● The provider promoted people's safety in the community. ● People's consent to their care was sought. The registered manager was acting to ensure mental capacity act assessments were only completed for people where required and documented. ● The provider had acted and was taking further action to ensure medicines recording reflected best practice. ● We have made a recommendation about staff refreshing their formal safeguarding training.