Home Instead Frodsham, Runcorn, Widnes

NC Homecare Limited t/a Home Instead Senior Care is a Domiciliary Care Agency located in Frodsham, Cheshire. The service provides care and support to people living in their own home and out in the community. At the time of this inspection 40 people were receiving support from the service.

People's experience of using this service:

People received exceptionally personalised care and support specific to their needs and lifestyle choices. People's needs were assessed and planned for with their involvement. Each person had a care plan that contained extremely detailed information about how their needs were to be met.

The leadership of the service demonstrated a high level of experience and capability to deliver excellent care. The registered manager promoted a culture that was extremely person-centred and inclusive which provided high-quality care and put people at the heart of the service. The registered manager was extremely knowledgeable and inspired confidence and passion within the staff team. They had a commitment in ensuring equality and inclusion across the workforce and this was reflected in the high levels of satisfaction of staff. There was a strong framework of accountability to monitor performance and risk leading to continual improvement within the service. The management team and staff worked with local communities in providing and working in conjunction with local initiatives to keep older people safe and well.

People were treated with dignity and respect and felt the service was caring towards them and was at the heart of the service's culture and values. Information was available in different formats to meet people's individual needs. People and their family members provided extremely positive feedback about the support they received and how they were treated. Staff worked hard to ensure that people benefited from continuing to and exploring new experiences. People were matched with staff who shared common interests to pursue activities. Staff supported people to maintain their independence within their own home and maintain a community presence. People were regularly asked for their opinions on the service and had information as to how to make a complaint if they were not happy.

People were protected from abuse and the risk of harm. Staff had received training in safeguarding and knew who to contact if they had any concerns about a person's safety. People's medicines were managed by staff who had received appropriate training. Safe recruitment procedures were followed so that suitable staff were employed. People received their care and support mostly from the same members of staff. Staff received the training and support they needed for their role. Staff clearly understood and respected people's rights to make their own decisions.

Rating at the last inspection: Good (report published 16 June 2016). The rating of outstanding in the Responsive and Well-led section of this report reflects the improvements made within the service since the

previous inspection.