Pasand Care Services Limited (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.

The provider had an extensive outreach in the local community, providing training and education on their role in the community, as well as funding community events to improve social isolation and raise awareness of adult social care in the local area.

People received a highly detailed and holistic assessment which was used to judge which staff would be best compatible with the person so that not only would their needs be met and recorded in extensive and person-centred care plans but they could build trusting and in-depth relations with those providing care for them.

People were supported by staff who had received in depth and innovative training from dedicated training staff. Staff said there was a welcoming, positive and empowering working culture which took into account their support needs.

People's health and wellbeing were monitored proactively by staff who ensured people received the right support from the wider health and social care network.

Relatives said people were safe in staff's care and that there were enough staff to meet people's needs. Staff were recruited safely.

People were cared for by kind and compassionate staff who respected people's individual preferences.

Relatives said the complaints process was clear and their concerns were responded to appropriately.

Care plans contained good levels of person-centred information and care plans were regularly reviewed to ensure they continued to meet people's needs.

The registered managers had good oversight of the quality of the service through the provider's quality assurance processes.

People and their relatives were actively engaged by the provider who sought their opinions to improve the service provided.