Home Instead

Not everyone using Home Instead receives a regulated activity; CQC only inspects the service being received by people provided with 'personal care'. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

Staff were passionate about providing good care outcomes and took ownership for their practice. People found the service provided a high standard of care and told us the quality of staff working with them was exemplary.

Staff found the management team's expectation to treat everyone compassionately. They expected staff to give people all the time they needed, treat each person as an individual and look after the individual as if they were a relative. People told us this was an excellent approach to adopt. Staff found this enabled them to really work to their best and they really loved working for the company.

There were enough staff on duty to cover the care packages. Staff told us the rotas were very well organised and gave them enough time to get to people on time and properly support people. Staff said when people needed extra support the care packages were readily extended. An active and effective recruitment programme was in place.

Medicine management was effective and closely monitored. Staff who administered medicines had the appropriate training. The registered manager ensured staff had access to ample supplies of PPE and they completed regular spot checks to make sure staff complied with the guidance and best practice.

The registered manager undertook all the assessments and these were used as the basis for the care records. They ensured the assessments fully captured people's need. When necessary, external professionals were involved in individual people's care.

Staff had received training around the Mental Capacity Act 2005 and associated code of practice and felt confident applying this in their practice. 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 management team had created a robust governance system, which rapidly identified the smallest of issue, which was then quickly addressed. People found the service had made sure all aspects of the service were delivered to an extremely high standard and enhanced people's lives. Staff took steps to safeguard people and promote their human rights. People told us they never had need to complain as the staff team were so responsive to their changing needs.

The team had won several awards for their performance including carers awards and for over 10 years had been in the top 20 recommended care providers in the North East in an online review site. It was evident from feedback we received the service had lived up to its aim of delivering person-focused compassionate care, which enabled people to enjoy a good quality of life.

People told us the provider clearly understood the difficulties life might present and how these could adversely affect work life so had introduced compassionate and innovative ways to support staff through challenges they might face. They regularly rewarded staff for their dedication.