Home Instead Dudley & Sandwell South

People had a designated set of caregivers who provided all their calls and who knew them extremely well. Caregivers were able to notice any subtle changes in a person's health and seek immediate healthcare support.

People told us about the exceptional care and support they received from extremely kind and compassionate caregivers. They told us caregivers went out of their way to make their lives better. Caregivers were highly valued and exceptionally motivated to deliver high quality, person centred care. Relatives told us the reliability of the service was outstanding.

There was a clear dedication to providing high-quality person-centred care to people, so they could remain living in their own homes for longer. People and their relatives told us the service was exceptionally well led and they would recommend the service to others.

The registered manager had robust quality systems and processes in place to monitor and continually improve the service. The provider was passionate about being an active role model within its community and organised community events to enable people to live at home for longer. There was a clear dedication into making Dudley and South Sandwell dementia friendly.

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.

There was an open and honest culture with robust systems to manage complaints. People, relatives and caregivers felt comfortable to raise any concerns and had confidence these would be investigated

thoroughly. However, everyone we spoke with told us they had no cause to complain.

There were robust systems and processes in place to manage risk and safeguard people from avoidable harm. People told us they felt completely safe when being cared for by I & J Williams Ltd.