Home Instead Farnborough, Farnham and Fleet

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People told us the service was exceptionally well managed. There was a culture of one staff team committed to person centred care. Staff were developed and nurtured, to ensure the service was provided by motivated and skilled staff. There were rigorous governance processes and staff understood their responsibilities. There was a strong focus on innovation and development which had led to service improvements for people. There were strong and extensive relationships with the community which enabled people to access varied opportunities for social inclusion.

The provider ensured staff implemented and applied best practice guidance to improve outcomes for people. Staff's knowledge and skills had been nurtured to enable them to train their peers. Staff were provided with a range of learning opportunities which equipped them with the skills required to provide good care. There was a focus on encouraging people to eat and drink well. Staff were committed to working collaboratively and providing people with joined-up care, so their health needs were met. 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.

People were fully consulted and involved in planning their care. People's needs, history, preferences and planned outcomes were well understood by staff to enable them to deliver personalised care to people.

People told us the service was highly responsive to any changes in their care needs. People were well supported to attend activities of their preference. Staff ensured any issues people raised were responded to and investigated promptly. People were appropriately supported with end of life care.

People were protected from the risk of experiencing abuse as staff completed regular training and understood their responsibilities. Potential risks to people had been assessed and measures put in place to ensure their safe management. Any incidents were investigated and required changes or staff training took place. People received continuity of care from regular staff who had been recruited through rigorous recruitment procedures. People received their medicines safely from trained and competent staff. Staff ensured people were protected from the risk of acquiring an infection as they followed the provider's policies and procedures.