Home Instead Senior Care

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. At the time of the inspection 41 people were receiving personal care.

Multiple Quality assurance systems and processes enabled the registered managers to identify areas for improvement. However, these had not identified a potential failure to notify CQC of a police incident or a system issue for the recording of as required medicines.

The impact of the COVID-19 pandemic on staffing meant at times some people received care from staff they had not previously met. Some people and staff felt there were not enough staff. However, we found everyone received care at the time they needed it, no care visits were missed and changes to care staff had been agreed in advance with people. The service was actively recruiting new staff.

The registered managers were passionate about providing person-centred care. They knew people well as they were involved in care delivery. The service regularly sought feedback from people about their care experience to ensure any issues were promptly addressed.

People were supported by staff that knew how to keep them safe from harm or abuse. People received medicines on time and were supported by staff that had been safely recruited. Staff had a good knowledge of risks associated with providing people's care and received training relevant to people's needs. They were empowered to develop their knowledge and skills.

The service supported people to express their views, preferences, wishes and choices. The service ensured staff supporting people had similar hobbies and interests, this contributed to the success of the care delivery. Staff supported people to engage in their hobbies and interests, while promoting people's independence. The service was flexible and responsive to people's individual needs and preferences. People knew how to raise a concern or make a complaint and felt confident this would be addressed.

People and staff gave many examples of the care they received that was kind, caring and compassionate.

Staff we spoke with were committed to ensuring people's health, emotional and social wellbeing needs were fully met. People and staff had built positive relationships together and enjoyed spending time in each other's company. People's diversity was respected and embraced. Staff were open to people of all faiths and beliefs and people's privacy and dignity was respected.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive ways possible; the policies and systems in the service supported this practice.

People were supported to eat and drink enough and to attend healthcare appointments as needed.