Home Instead Mid Cornwall

Not everyone using the service received personal care. CQC only assesses where people receive ‘personal care;’ help with tasks related to personal hygiene and eating. At the time of the assessment the service supported 55 older people, with 33 people receiving personal care and employed 37 people along with the nominated individual and registered manager. People received a minimum of 1-hour calls.

The assessment looked at all the key questions; safe, effective, caring, responsive, and well-led. Following the assessment we have rated the service outstanding overall.

The service had a clear mission “To improve and professionalise the experience of working in care” care staff were referred to as ‘care professionals.’ Staff were exceptionally well trained with a focus on continued learning and improvement. A recruitment assessment programme kept potential staff updated with their progress in starting with Home Instead. Care staff had the skills to meet people’s support needs and were matched with clients by considering their needs, routines, personalities, social preferences, medical requirements, and favourite activities. Staff consistently spoke highly about the service, and one said they had “Not worked for a company that care as much about their staff and clients as they do.” and “I would like them to look after me when I am older.”

The service always put people central to care planning, ensuring their choices and preferences were prioritised. Care plans focused on people’s current situations and desired outcomes. For example, a person wanted to continue to walk their dog despite impaired vision, with the help of care staff they were able to do this.

People were supported by small teams who knew them well. They understood their individual needs and preferences with a very strong emphasis on the provision of activities and reducing social isolation.

People were protected from abuse and risks to their safety had been identified and mitigated. The provider worked with people to understand and manage risk by thinking holistically so care met their needs in a way that was supportive and enabled them to do things that mattered to them.

Care staff excelled in delivering kind and compassionate care. They always looked for ways to improve people’s lives and were very proud and motivated to work for the organisation.