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Home Instead UK Ltd Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 22 April 2020

About the service

Home Instead UK is a care service providing personal care and support for people living in their own homes. At the time of inspection, the service provided support for 96 people.

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. At the time of this inspection, 32 people received personal care.

People’s experience of using this service and what we found

Feedback from people, their relatives and friends were that staff members genuinely cared about people, were exceptionally compassionate and put themselves out to ensure people received the care and support they needed. People and their family members told us about, and we saw examples of, how this approach had led staff to provide support that at times exceeded people’s expectations. People’s relatives told us that they felt included and supported emotionally by the approach from staff and the quality of the care provided for their family members. They praised the kindness and creativeness of the staff team.

People told us that all staff were respectful of them, their family life and their home. They adapted their approach in each person’s home, to ensure that they met the person’s preferences and actively searched for opportunities to promote people’s dignity. People’s autonomy was promoted and respected and they were supported to remain as independent as possible. The service provided for people was adapted as much as possible to meet people’s needs, often in a creative and insightful way. A culture of flexibility was embedded within the service.

People and their relatives told us that staff were not only respectful of their physical home; but also, of their privacy and family dynamics. One family member told us about the staff who visit their home, “He helps us feel comfortable; he always comes in with a smile… a breath of fresh air.” Another family member told us, “They are very thorough and perceptive… [they] analyse our needs at the time… I feel comfortable with them in my house.”

The culture within the service was progressive, dynamic, open and reflective. Every area of people’s care and support showed evidence of thoughtfulness, kindness, learning and ongoing improvements. There was a clear focus on providing the best possible support for people, that was absolutely reliable, safe and centred on their choices and preferences. Everybody’s feedback reflected this.

The service was safe. People told us that the calls they received were extremely reliable. The service had enough staff, and the schedules of people’s visits were planned so they had sufficient travel time between visits to ensure that they were not rushed. There was a series of audits and unannounced spot checks. These ensured that the support people received was in accordance with what they needed and had been agreed. Staff also received training and regular refreshers on safeguarding; and there were effective systems in place to help senior staff identify and reduce any risks in people’s support.

People and their family members told us that staff were very skilled and competent. Staff told us that they received exceptional support that enabled and inspired them to be effective in their role. One staff member told us, “I’m encouraged to grow. I feel supported in my role and this has promoted my confidence.” The effectiveness of staff training was constantly assessed.

Everybody we spoke with told us that all staff were excellent at listening to their views and ensuring that they were supported to make their own decisions. One person told us, “I felt listened to and respected and [after speaking up] everything ended up fine.”

The principles of the MCA were applied in a meaningful way within every aspect of people’s care and support. People were supported to have maximum choice and control of the

Inspection areas

Safe

Good

Updated 22 April 2020

The service was safe.

Details are in our safe findings below.

Effective

Outstanding

Updated 22 April 2020

The service was exceptionally effective.

Details are in our effective findings below.

Caring

Outstanding

Updated 22 April 2020

The service was exceptionally caring.

Details are in our caring findings below.

Responsive

Good

Updated 22 April 2020

The service was responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 22 April 2020

The service was well-led.

Details are in our well-Led findings below.