Home Instead

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 had strong influence in who supported them. For example, people were matched with staff based on their shared interests and how they got along. People regularly provided feedback on individual staff members to ensure they continued to be a good match for them.

People said they felt safe using the service. Risks to people's health and safety were assessed and mitigated. Medicines were managed in a safe and proper way and people received their medicines as prescribed.

There were enough staff to ensure people received prompt care and support. Safe recruitment procedures were operated. Staff received a range of training and support relevant to their role. This included a strong focus on dementia care to equip staff with the skills to care with people living with dementia.

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's needs were assessed and clear and very detailed plans of care put in place for staff to follow. These were exceptionally person centred and demonstrated the service had taken the time to understand all aspects of people's care and support needs. The service liaised with professionals where required such as over people's nutritional and health needs.

There was a strong focus on ensuring people's social care needs were met. This was achieved through good care planning, providing companionship and working with the local community to provide social opportunities for people.

A system was in place to log, investigate and respond to complaints and concerns in a prompt manner. People were encouraged to provide feedback about the service.

There was an open and person centred culture within the service with the management team dedicated to ensuring people received high quality care and support. The service was committed to continuous improvement and had a plan in place to ensure they continued to improve.

A range of audits and checks were undertaken to assess, monitor and improve the service. People's feedback was regularly sought , listened to and used to improve the service.