Home Instead Pocklington & Brough

People and their relatives were overwhelmingly positive about the service, describing staff as kind, respectful, and attentive. They told us the service made a real difference to their lives.

People felt safe and confident in the care provided. Robust safeguarding processes were in place, and staff understood their responsibilities. Risks were assessed and managed proportionately, with people involved in decisions about their care. Environmental checks and equipment monitoring supported safety, and infection prevention and control measures were consistently applied. Medicines were generally managed safely, although we identified minor inconsistencies in documentation for medicines prescribed on an as and when basis. The registered manager acted promptly to address this.

Care was effective and person-centred. People’s needs were assessed comprehensively, and care plans reflected their preferences, routines, and risks. Staff were well trained and confident in their roles. They worked collaboratively with health professionals to support good outcomes, including recovery after illness or stroke. People were supported to maintain independence and make choices about their care. Preferences, such as gender for personal care, were respected.

The service excelled in caring. People consistently described staff as compassionate and genuinely interested in their wellbeing. Staff went above and beyond, engaging in meaningful conversations and supporting hobbies and interests. Privacy and dignity were upheld at all times.

Care was responsive and tailored to individual needs. People and relatives said staff listened and acted quickly when changes were requested. Reviews were held regularly, and feedback was actively sought. The service met the Accessible Information Standard and provided information in ways that suited people’s communication needs.

Leadership was strong and inclusive. Managers were visible, approachable, and highly regarded by staff and relatives. There was a clear vision and positive culture, with staff describing the team as supportive and well led. Governance systems were effective, with regular audits, supervisions, and spot checks ensuring quality and safety. Staff felt empowered to speak up and were confident concerns would be addressed.

The service was embedded in the local community and promoted social inclusion through initiatives such as companionship lunches and dementia awareness sessions. Staff wellbeing was prioritised, with access to support and recognition schemes fostering a positive working environment.