Home Instead Tunbridge Wells, Sevenoaks & Edenbridge

People's experience of using this service:

People using the service were consistent in their view that the service was unique in its delivery of care and delivered outstanding care. Typical comments included, "They are a great company and a great help to me" and "They are so much better than any company we have used before, by a million miles".

We found areas of outstanding practice in the effectiveness of the care provided by Home Instead Senior Care Tunbridge Wells, Sevenoaks & Edenbridge. The provider had developed innovative and effective systems that promoted people's health, improved their independence and enabled them to live in their own home for as long as possible. People and staff universally had their equality, diversity and culture celebrated, and their rights promoted and respected. The service was inclusive, educational and empowering.

Outstanding, person centred and innovative training resources equipped staff with the skills, knowledge and understanding to meet the challenges of supporting people with diverse and complex needs. Bespoke training had been developed to ensure that people remained safe and had their health and wellbeing protected at all times. This increased the overall skills of the staff team which complemented the delivery of high quality care. There was a culture of embracing learning and development within the service. People and their relatives felt confident in the skills of the staff and they received effective care that met their needs.

The registered manager and dedicated and enthusiastic staff demonstrated an exceptional commitment to enabling people to live well with dementia. People received outstandingly high-quality care that met and exceeded their needs, and improved their wellbeing, independence and happiness. Staff treated people with respect, dignity and compassion. They were motivated, passionate and proud of their jobs and people had a regular team of care workers and felt they had become part of the extended family. People and their relatives felt respected, valued and listened to.

The service had built an outstanding model of care and support provided to people. People told us they

thought the service was well managed and they received high quality care that met their needs and improved their wellbeing from dedicated and enthusiastic staff. One person told us, "It's a fantastic service, I literally have no complaints". Innovative and practical technology was used to enhance peoples care, but also to entertain and teach people and staff new skills and increase their knowledge.

Sufficient staff were available to ensure people's wellbeing and safety was protected. A robust recruitment and selection process was also in place. 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.

The provider had systems of quality assurance to measure and monitor the standard of the service and drive improvement. These systems also supported people to stay safe by assessing and mitigating risks, ensuring that people were cared for in a person-centred way and that the provider learned from any mistakes.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk