- Homecare service
Home Instead Pocklington & Brough
Report from 20 November 2025 assessment
Contents
Ratings
Our view of the service
Dates of Assessment: 12, 15 and 16 December 2025
Home Instead Pocklington Brough is a domiciliary care agency. It provides support to people living in their own homes. At the time of our inspection 26 people were receiving support with 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 and their relatives were overwhelmingly positive about the service, describing staff as kind, respectful, and attentive. They told us the service made a real difference to their lives.
People felt safe and confident in the care provided. Robust safeguarding processes were in place, and staff understood their responsibilities. Risks were assessed and managed proportionately, with people involved in decisions about their care. Environmental checks and equipment monitoring supported safety, and infection prevention and control measures were consistently applied. Medicines were generally managed safely, although we identified minor inconsistencies in documentation for medicines prescribed on an as and when basis. The registered manager acted promptly to address this.
Care was effective and person-centred. People’s needs were assessed comprehensively, and care plans reflected their preferences, routines, and risks. Staff were well trained and confident in their roles. They worked collaboratively with health professionals to support good outcomes, including recovery after illness or stroke. People were supported to maintain independence and make choices about their care. Preferences, such as gender for personal care, were respected.
The service excelled in caring. People consistently described staff as compassionate and genuinely interested in their wellbeing. Staff went above and beyond, engaging in meaningful conversations and supporting hobbies and interests. Privacy and dignity were upheld at all times.
Care was responsive and tailored to individual needs. People and relatives said staff listened and acted quickly when changes were requested. Reviews were held regularly, and feedback was actively sought. The service met the Accessible Information Standard and provided information in ways that suited people’s communication needs.
Leadership was strong and inclusive. Managers were visible, approachable, and highly regarded by staff and relatives. There was a clear vision and positive culture, with staff describing the team as supportive and well led. Governance systems were effective, with regular audits, supervisions, and spot checks ensuring quality and safety. Staff felt empowered to speak up and were confident concerns would be addressed.
The service was embedded in the local community and promoted social inclusion through initiatives such as companionship lunches and dementia awareness sessions. Staff wellbeing was prioritised, with access to support and recognition schemes fostering a positive working environment.
People's experience of this service
People and their relatives were overwhelmingly positive about the care and support provided by Home Instead Pocklington Brough. They described staff as kind, respectful, and attentive, and said the service made a real difference to their lives. A relative told us, “They (staff) are marvellous. They do the tasks we ask and are very pro-active, they are very good with [Name] with their Alzheimer’s.” People consistently told us they felt safe. They were confident staff knew how to support them and would act quickly if concerns arose. Comments included, “Very safe, before a new care professional is allocated they come with a manager or a senior to talk through absolutely everything” and “Absolutely fine, [Name] just calls them ‘my ladies’. They (staff) are wonderful with [Name]; there’s not a bad one amongst them.” People said staff followed infection prevention and control measures, wearing gloves and aprons and washing hands during visits. People received continuity of care. People valued having regular staff who arrived on time and stayed for the full duration of visits. A relative told us, “There is a team of about 5, 3 go in on a regular basis.” People described staff as warm, friendly, and genuinely caring. They gave examples of staff going above and beyond, such as spending time chatting or helping with small tasks. Privacy and dignity were consistently upheld, with comments like, “They (staff) help [Name] into the loo and they close the door until they are ready” and “Anything private they (staff) leave [Name] and go back in when they are ready.” People felt involved in decisions about their care and said staff promoted independence. Preferences were respected, including requests for female carers and routines around meals. One relative explained, “They ask all the way along. [Name] has got a choice.” People and relatives told us the service was responsive to their needs and changes were acted on quickly. They felt listened to and were regularly asked for feedback. One relative said, “I’ve filled out a couple of questionnaires. At least twice the [registered manager] has phoned me to do a regular check.”