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.

The service was very flexible and adapted to people's changing needs and wishes, enabling positive outcomes for all people. People's care records were personalised and up-to-date. The service had forged successful partnerships with other stakeholders, was actively involved in research and aimed to provide an excellent care experience for people.

Very strong systems were in place to ensure care was individualised and to make sure people were at the heart of the service. This vision was driven by the exceptional leadership of the registered manager. One relative commented, "We chose Home Instead because of their reputation. We haven't been disappointed. I'd say their leadership is one of their strongest assets."

The service consistently strived to ensure that people had the best possible care, and that they were supported in a compassionate, dignified and safe way. One relative told us, "The quality of care, their compassion is outstanding."

Staff were highly-trained, knowledgeable and passionate about the service giving people the very best experience they could. They were enthusiastic and believed passionately in the ethos of the service. Staff consistently told us, "It's the best care organisation I've worked for."

Communication was very effective and staff and people were listened to. One person told us, "The staff are

very good at ringing about any changes, they never send in anyone we don't know, we always have an introduction." Staff were well-supported and were aware of their responsibility to share any concerns about the care provided.

Staffing capacity was sufficient and staff deployment was effective to ensure people's needs were met in a safe, timely and consistent way. Robust vetting procedures were in place when recruiting new staff.

Medicines management procedures were in place. People did not report any concerns with their medicines. We have made a recommendation to further review some medicines management procedures.

Infection control procedures were being followed. There were enough masks, aprons and gloves available for staff to use. One relative told us, "Staff are very thorough about using personal protective equipment [PPE]. They have been ultra-careful when it comes to covid-19 and I've seen them always wearing their masks and washing hands."

People were involved in decisions about their care. 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.

People, relatives and staff were very confident about approaching the registered manager if they needed to. They recognised that their views and feedback were valued and respected and consistently used to support quality service development.