Archived: Home Instead Senior Care

Information we gathered during the inspection helped answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the agency, staff supporting them, and from looking at records. This helped us to gain a balanced overview of what people experienced using the services of Home Instead Domiciliary Care Agency.

If you wish to see the evidence supporting our summary please read the full report.

Is the service safe?

People told us that they felt their rights and dignity were respected. One person using the service we spoke with said, 'I think they go over and above. It's an excellent service for us'. People we spoke with told us they thought staff were courteous, polite and respectful when they were being supported.

Recruitment practices were safe and thorough. One newly recruited staff member we spoke with said, 'The procedure was very thorough, all my checks had to be in place before I started work here.' Policies and procedures were in place to make sure that unsafe practice was identified and people were protected.

Is the service effective?

People's needs were assessed with them wherever possible or with an advocate supporting them. By speaking with people using the agency and looking at records demonstrated the agency had all the information they required to deliver and effective person centred service. One person told us, 'The staff always check whether we are getting what we need and the manager often calls to make sure everything is as it should be'.

The care and support records were person centred. This described in detail the support and care people required. The care and support plan reflected people's personal routines and support they received.

We found there were enough skilled and experienced staff, so people had their care delivered at the right time, usually by the same people and in ways they wanted.

Is the service caring?

We spoke with people being supported by the service. We asked them for their opinions about the staff that supported them. Feedback from people was positive, for example; "They are all excellent, very kind and caring'. Also, "I have the same staff visiting us. I look forward to their visits they are all very caring'.

When speaking with staff they demonstrated their commitment to provide good quality care for people they supported. One staff member said, 'It's a lovely and rewarding job. Couldn't think of doing anything else'.

Is the service responsive?

People knew how to raise a concern or complaint if they were not satisfied with the support they were receiving. They told us they hadn't had cause to raise a concern or complaint with the agency, but were confident any concerns raised would be listened to and acted upon. Systems were in place to record and respond to any issues raised. People could therefore be assured complaints would be investigated and action taken as necessary. There had been no concerns or complaints lodged with the agency to date.

Is the service well-led?

There were a range of audits and systems put in place in by the owner/manager to monitor the quality of the service being provided. This helped to ensure people received a high standard of service delivery at all times.

As a result the quality of the service was continuously improving. Staff had a good

understanding of their roles and responsibilities. People we spoke with said they received a good quality service at all times.

People who use the service told us they were happy with the support they received. One person said, "I wouldn't change a thing." People told us they had received a visit from the manager before the service commenced. They told us their needs had been discussed and they had agreed to the support to be provided. They told us their carers provided sensitive and flexible personal care support and they felt well cared for.

Suitable arrangements were in place to protect people from the risk of abuse. People told us they felt safe with the care staff and said they would report any concerns to a manager. One relative told us, 'Mum is their prime concern. I know she is in safe hands.'

Staff told us they felt well supported, had regular meetings with their manager, and their training was kept up to date.