Home Instead

People were truly respected and valued as individuals whilst being empowered to be partners in their care by an exceptional and distinctive service. There was a strong visible person-centred culture. The management team ensured that staff in all roles were motivated and provided care and support that was exceptionally compassionate and kind. Feedback from people was overwhelmingly positive. Staff knew the people they were supporting very well including their preferences, which helped to ensure a high level of personalised care was delivered.

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. Care was tailored to meet the individual needs of people and was delivered in a way to ensure maximum flexibility, choice, independence and continuity of care. People's needs were assessed prior to the commencement of the service. The assessment included people's health, physical and emotional as well as communication needs.

The provider had a system that considered careful matching of the staff with people they supported. Mutual interests and individual personalities were taken into account to make sure that appropriate and caring relationship can be built between care workers and people using the service.

Staff were extremely complimentary about the management team. The feedback we received showed the provider's aim to establish an open and inclusive culture that put people first was being achieved. The management team had a clear vision and credible strategies to deliver high-quality care and support. They promoted a positive culture that was person-centred, open, inclusive and empowering which achieved good outcomes for people. Effective and continuous governance was well embedded into the running of the service with a strong framework of accountability to monitor performance and risk leading to the delivery of a high-quality service.

People were supported by familiar staff who were safely recruited and who had the relevant training and qualifications to safely support them. There were enough staff to meet people's needs and ensure no care calls were missed.

Staff and the management team understood how to protect and safeguard people. Risks to people were assessed and mitigated, which reduced the risk of harm. Where people required support with their personal care, health, diet and medicines, this was carried out safely. Staff used personal protective equipment (PPE) to protect people from the risks of infection.

The team at Home Instead worked well with various local health and social care professionals who were very complimentary about the service and the care provided to people.