Home Instead Bedford

There were robust systems in place to make sure people were safe from avoidable harm. People were informed about any identified risks and were supported to stay safe, and staff empowered people to take positive risks, to help maintain their independence and well-being. Staffing levels were sufficient to fully meet people’s needs and staff were matched to people ensuring excellent relationships between people and staff. Staff received training that was appropriate and relevant to their role and was specific to the people they were supporting. Staff received support, supervision and appraisals.

The staff and the management team were passionate about providing people with support that was based on their individual needs, goals and aspirations. We saw that people were at the centre of their care and each person was treated as an individual. As a result, their care was tailored to meet their exact needs.

People knew how to give feedback about their experiences of care and were able to raise any concerns or issues in a range of accessible ways. People and their family or friends felt confident that any complaints would be listened to and taken seriously. People were kept informed about any action taken as a result of their feedback. Learning from complaints and concerns was seen as an opportunity for improvement and staff gave examples of how they incorporated learning into daily practice.

People, relatives and staff all told us the service was caring, supportive, and distinctive. People said the staff went the ‘extra mile’ to make sure they received the care they needed and wanted. The service played an active role in the local community to benefit people who used the service and beyond. There were effective systems in place to monitor and improve people’s quality of care and continue to develop the service. Staff worked in partnership with other services to meet people’s holistic needs. The provider had an exceptionally effective audit and governance system in place to provide oversight of service quality. Action was taken promptly where required to improve the quality and safety of the service. Staff felt extremely well supported in their role and there was a positive culture at all levels.