Blackpool North, Cleveleys and Fleetwood Home Instead

At our last inspection we rated the service Good. At this inspection we found the evidence continued to support the rating of Good and the Caring domain had improved to Outstanding. There was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

We looked at how accidents and incidents were managed. We found some documentation had not been fully completed and did not always have evidence of actions taken. We have made a recommendation around this.

We looked at how medicines were managed at the service. We found some information required updating. We have made a recommendation about this.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. However, we found documentation around this was at times conflicting. We have made a recommendation about this.

We saw evidence quality monitoring was being undertaken at the service. However, we found this process was not always robust and effective. We have made a recommendation about this.

We found people were protected from risks associated with their care because the registered provider had completed risk assessments. We received consistent positive feedback about the staff and about the care people received.

We found there was a strong visible person centred culture at the service. The service ensured staff focussed on building and maintaining open and honest relationships with people and their families. People were supported to undertake their hobbies by staff. One person told us, "They take my relative to bingo, the cinema or the pub." Staff had a good understanding of protecting and respecting people's human rights. Some staff had received training which included guidance in equality and diversity. We discussed this with staff; they described the importance of promoting each individual's uniqueness.

The management team and staff discussed the people they supported with affection, respect and clear insight into their unique personalities, needs and requirements. This included knowledge of people's personal backgrounds, their hobbies and interests and the emotional support they needed on a day-to-day

basis. Staff and management showed compassion and empathy toward people who used the service. One example we saw was for a person who required further support due to sensory loss. The service had implemented the use of a whiteboard to write on in larger letters so the person could see this.

There was a clear vision and credible strategy to deliver high quality care and support. Staff were aware and involved in this vision and the values shared.

Further information is in the detailed findings below

The five questions we ask about services and what we found