Home Instead Senior Care

People told us there were enough staff to support them, and they appreciated the continuity of care from the same care staff who were consistent and always attended. People said they looked forward to the staff visiting and enjoyed their company.

People's care was exceptionally person-centred and focused on providing high quality outcomes for people. The providers, registered manager and staff were extremely passionate and committed to making a positive difference to people's lives. The provider and staff understood the importance of forming positive relationships to reduce the risk of social isolation. Staff had established strong links with the local community which had benefitted the people who used the service.

Care plans were comprehensive with clear instructions for staff on how the person wanted to be cared for. There was a clear focus on providing person-centred care and staff understood the needs of people, their individual wishes and preferences. Daily visit records were extremely detailed, and focused on the person, rather than focusing on tasks. When people's needs changed, this was quickly identified and prompt, appropriate action was taken to ensure people's wellbeing was promoted.

People received care that kept them safe from harm. Risks were assessed and reviewed. When needed, care records were updated to reflect the change in risk. People's medicines were managed safely. The provider had ensured people were protected from the risk of the spread of infection. Accidents and incidents were investigated, and actions taken to prevent the risk of recurrence.

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. People and relatives told us they felt the service was flexible and responsive to their needs and they felt involved with decisions about their care.

The service was exceptionally well managed. People, relatives, staff and professionals all commented on the positive approach of the providers and registered manager. Effective systems were in place to assess, monitor and improve the quality and safety of the service and the providers and registered manager were constantly looking for areas of the service where further improvements could be made for people's benefit.

Staff were encouraged to develop their careers and there was a thorough training programme in place to aid continual development and improvement of staff knowledge. The providers and registered manager recognised when staff had gone the extra mile and had given outstanding care to people. Staff told us they felt extremely well supported and their achievements were celebrated. This encouraged continual high- quality performance from staff and improved outcomes for people.

People, relatives, and staff were encouraged to share their views and could speak to the registered manager or provider when they needed to. The provider used a range of quality monitoring tools such as surveys, telephone courtesy calls, care service reviews and customer feedback to engage and listen to people, relatives, and staffs' views of the service. Feedback was overwhelmingly positive.