Home Instead

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 were supported by a management and staff team who were exceptionally kind and went over and above their job role to make sure people were content and comfortable with their care. People we spoke with commented on the kindness and friendliness of the care workers who visited them and the office staff. People said that all staff were approachable and sorted out any issues or concerns they had.

Staff who worked for the agency were called 'care givers'. They were matched to people to enable them to build trusting and effective relationships with the people they supported. People were extremely positive about the care workers who visited them and said they had been well matched. People felt listened to and in control of the support they received. We heard how the matching process had enhanced and improved people's well-being.

People felt involved in all decisions about their care and thought that care workers promoted their independence and dignity. In some cases this had led to improvements in people's health and confidence which had reduced the amount of care they needed.

Care workers worked in partnership with other professionals and helped people to achieve their goals. This had included supporting one person to visit the sea front to listen to the waves and another to attend a music festival.

The agency was well led by a management team who were passionate about providing high quality, person- centred care. Care provided was individual to each person and was flexible to meet changing needs and wishes. Where a person's needs could no longer be met by the service the care worker had supported them to settle into a new environment.

There were systems in place to schedule visits, respond to emergency situations, monitor the quality of care provided and make improvements where necessary. People told us the service was reliable and care

workers turned up when planned.

People were supported by small groups of care workers who knew them well. Care workers monitored people's health and well-being and supported them to seek medical advice and treatment when needed.

People felt safe with the staff who supported them. All said that care workers were respectful of them and their property.

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.