Home Instead South East Northumberland

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.

People's experience of the service and what we found People felt safe. They spoke of the consistency and reliability of carers, who always arrived on time, stayed for the duration of the call, and had their wellbeing and safety as their top priority.

The registered manager had successfully rolled out an electronic care records system. This was working well and made access to information more efficient for staff and relatives.

Care calls and staff rotas were well planned and monitored. Systems were in place to assure staff competence, ensuring people received care and support, for example with their medicines, from staff who were well trained. The registered manager had comprehensively reviewed medicines administrations practices to ensure they were as safe as practicable.

The service was exceptionally well-led. The focus on high quality person-centred care was clearly embedded, driven by the registered manager, and shared by all staff.

The culture was open and supportive. Staff felt passionate about the work they did and were consistent in their praise of how well supported they were. The provider had made a range of external connections to help improve the experiences of people, staff and to have a broader impact on social care.

People, their relatives and external professionals all agreed the service was extremely well managed. They felt closely involved in how the service was run and how best to support their loved ones to make to the most of the service provided.

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