Home Instead Horsham, Haywards Heath & Burgess Hill

Not everyone using this service receives a regulated activity. The Care Quality Commission (CQC) only inspects the service being received by people provided with personal care, which means help with tasks related to personal hygiene and eating. Where people receive personal care we also take into account consider any wider social care provided. At the time of our inspection the service supported 23 people with their personal care needs.

This comprehensive inspection took place on 14 December 2018 and 08 January 2019 and was announced.

At our last inspection we rated the service Good. At this inspection we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns.

At this inspection we found the service remained Good.

Home Instead Senior Care Horsham had a registered manager who had been in post with since 2015. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run.

People continued to be protected from avoidable harm. There was a safeguarding policy and staff received training. Staff knew how to recognise the potential signs of abuse and knew what action to take to keep people safe.

People continued to feel safe. One person told us, "They are very careful with me, I trust them." Risks to people and the environment continued to be assessed and staff understood how to manage risks to help ensure people were safe. People continued to be supported to receive their medicines safely by staff that were trained in administering medicines.

People continued to be supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice. Staff understood best interest decision making where people lacked capacity in line with the principles of the Mental Capacity Act 2005. Staff sought people's consent before giving personal care.

People continued to be supported to maintain their health and had assistance to access health care

services when they needed to. One person told us, "On one occasion I was poorly, they called an ambulance … I trust them."

People continued to be supported to remain engaged in activities and interests. People continued to be supported to maintain relationships with people who were important to them. Staff knew the people they looked after well. One person said, "They know my likes and dislikes." Concerns and complaints remained well managed and were responded to.

People continued to receive compassionate care from staff who were kind and caring. One person said, "I feel at home with them." Staff said they enjoyed working for the service and felt supported by the registered manager. A staff member said, "The support is incredible."

The service continued to be well-led. The registered manager was engaged in the day to day running of the service and proactively looked for ways to improve on a continuous basis. One person said, "It's a very well managed service." People, staff and relatives remained engaged and involved in the service provided. A member of staff said, "There's a positive atmosphere, I can always ask questions."

Further information is in the detailed findings below.

The five questions we ask about services and what we found