Home Instead Southend-on-Sea

People's experience of using this service: • People received an outstanding service. People, relatives and health and social care professionals were extremely positive about the service people received. • There was an exceptional open and inclusive culture. The service was extremely well led by a strong and supportive management team. All staff fully embraced the registered provider's visions and values to deliver a high quality person centred service, helping people to continue living in their own home, maintain their independence and lead happy and fulfilled lives. • Staff were highly motivated, felt valued and enjoyed working at the service. The culture of the service was fully embraced by all staff. The management team actively encouraged staff to be involved in the continuous improvement of the service. • People told us they were extremely happy with the care they received from staff. Staff were exceptionally kind and caring, often going the 'extra mile' to meet people's individual care and support needs. • Positive relationships had been formed between staff and people using the service. Staff knew people well and were kind and sensitive to their needs, ensuring people's privacy and dignity was respected at all times. • People received a person centred service. A holistic approach was taken to assessing, planning and delivering care and support. Staff had access to up to date information and care and support was provided in line with people's preferences and needs. • People and their relatives felt safe using the service. There were sufficient numbers of staff who had been safely recruited to meet people's needs. People were supported by a consistent care team who had been matched to people who shared the same interests. There had been no missed call visits and people did not receive visits from care staff who had not previously been introduced to them. • Risks to people had been assessed and staff knew what to do to keep people safe from avoidable harm. Where required, people were supported to take their medicines in a safe way by staff who had been trained and assessed as competent. • On-going training, supervision and observations of staff competence was undertaken to support staff and check they had the skills and knowledge to be competent in their job role and support people safely and effectively. • People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. • People's health was well managed. Staff had built positive links with professionals which promoted people's wellbeing.

• Systems were in place to respond to complaints and concerns which were managed appropriately and in a timely manner. • Effective quality assurance systems were in place to monitor the quality of the service and understand the experiences of people using it. • The service had forged strong links with the community. The senior management team were committed to promoting a culture of continuous improvement, both within the service and to others in the local community.