Home Instead Mid Norfolk

The provider had an excellent culture which reflected their values of providing people with quality care and to positively impact on the lives of people they supported. Their values were shared and embodied in how the team worked. Staff told us, “The company works as a well-oiled machine, everyone has their role and is exceptional, dedicated and committed to their role.”

The provider ensured people received exceptional person-centred care which enabled them to carry on living independently in their own home with minimal levels of support. Care calls were delivered consistently and punctually, reflecting a well organised service where people felt reassured in knowing who would be attending and when. People spoke positively about continuity of care and highlighted the benefits of smaller dedicated care teams who understood their individual needs, preferences and routines. Staff were matched to people to ensure they had same interests, likes and personality. This continuity enabled meaningful and trusting relationships to develop, contributing to people feeling safe, valued and respected.

The leadership of the service was a significant strength. The registered manager supported by the senior leadership team fostered an inclusive, transparent and compassionate culture where people, relatives and staff felt valued. People and staff felt confident to speak up, knowing concerns would be taken seriously and acted upon. Strong governance, effective communication and partnership working ensured people received seamless, coordinated care.

Innovative ways of using artificial intelligence, which was a branch of computer science that develops systems capable of performing tasks requiring human-like intelligence, to help capture and create truly person-centred care plans to help inform staff of who the person was and what their aims of care were. Artificial intelligence was also used to monitor and identify when people’s needs changed. This meant steps were taken to keep people safe and well, ensuring care was updated in a timely manner and referrals to health care professionals were made at the earliest opportunity to keep people healthy and living at home.

The provider knew the importance of developing the staff team, investing and valuing them. Staff overwhelmingly told us how approachable management were and supported they felt. One staff member told us, “I feel the service is committed to providing safe, person-centred care and supporting staff to perform their roles effectively. Management are approachable, training is readily available, and there is a positive culture focused on achieving good outcomes for clients.”