Home Instead, Greenwich & Bexley

• At this inspection we found that the service was outstanding in empowering people to have as much control over their lives as possible and to achieve their maximum potential.

• People's care was consistently personalised to their needs. We found multiple examples to demonstrate the staff and management team were passionate about providing an innovative, responsive and excellent service to people.

• Relatives felt the care was highly personalised and that the staff team worked well to deliver an excellent level of care. The feedback we received from people was extremely positive throughout. People expressed great satisfaction and spoke highly of all staff and services provided.

• People were supported in making healthy lifestyle choices for themselves and to maintain good health. Staff supported people to access healthcare services and liaised with health and social care professionals promptly when required.

• The service had established excellent links in the local community and had worked in partnership with key organisations including local authorities and other agencies that provided social care services to improve people's opportunities and experiences.

• The service had an open approach to feedback and encouraged people and staff to be actively involved in service development. The provider had a robust quality assurance system in place and lessons learnt from audits or accident and incidents were used to continuously develop the service.

• People benefitted from a service that was well led. The vision, values and culture of the service were clearly communicated to and understood by staff. There was a registered manager, director and nominated individual in post who understood their role and responsibilities and at the same time empowered and developed staff. Staff understood their individual roles, responsivities and the contributions they made to the service.