Home Instead Romford

The caring approach was also visible in the way the provider supported their staff. There was an emphasis on recognising their achievements, contribution to the service, motivating them and empowering them. Staff were extremely complimentary about the provider and the feedback received showed the provider's aim to establish an open and inclusive culture that put people first was being achieved.

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

Staff understood how to protect and safeguard people. Risks to people were assessed and mitigated, which reduced the risk of harm.

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. 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.

Where people required support with their personal care, health, dietary and with their medicines, this was carried out safely. Staff were provided with personal protective equipment (PPE) to protect people from the risks of cross infection.

Systems to monitor the quality and safety of the service were in place. Staff reported having a positive relationship with the provider and felt communication was effective. Quality monitoring systems allowed for the effective monitoring of the service by the provider.

The service was led by two directors who were also the owners of the company. Staff demonstrated a strong level of engagement, a real sense of pride of working for Home Instead and there was a high level of staff satisfaction. The provider had an ambition to be innovative and put people at the centre of the service delivery. They welcomed any form of external and internal auditing and feedback received was treated as an opportunity to reflect and further improve the quality of the service for people.

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