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Home Instead Senior Care Outstanding

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Outstanding

Updated 21 December 2018

This announced comprehensive inspection took place on 23 and 25 October 2018. At the last inspection in 29 February, 02 March and 04 March 2016 the service was rated Outstanding. At this inspection we found the service remained Outstanding.

Home Instead Senior Care is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults based in Budleigh Salterton, Exeter and East Devon area. Not everyone using Home Instead Senior Care receives the regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of the inspection the branch provided personal care to 42 people living in their own home in the. The service employed 77 care workers, known as Caregivers.

Why the service is rated Outstanding.

People praised staff and said they were exceptionally caring and compassionate. Comments included, “Each carer provided warmth and loving care along with great attention to mums needs and interests,” “Nothing is too much trouble for them, they are so kind to her, explaining what they are doing.” Staff were matched with people based on their life, experiences, interests and hobbies. This helped them develop positive, meaningful relationships with people. They knew each person as an individual, and what mattered to them and treated people with the utmost dignity and respect. Staff went that extra mile to promote each person’s wellbeing and improve their quality of life. For example, taking one person to visit their old home and helping another person reconnect with old friends. The service had a strong, visible, person centred culture which people and staff described as “like an extended family.” Staff said, “The hour minimum visit gives us a chance to really connect with clients,” “I am proud to work with this friendly professional caring team that always puts the clients first.”

People were safe because there was an exceptionally strong emphasis on safety. Staff were skilled and proactive in recognising and reducing risk. They used innovative ways to support people to stay safe in their own homes, lead fulfilling lives and minimise restrictions on their freedom. Staff proactively helped people improve their health and reduce their risk of falling. The service held Falls Prevention Workshops for local community groups to spread message about how to prevent falls. They used an innovative mobile lifting chair to help people up, when they had fallen off the floor, which prevented unnecessary admissions to hospital. The agency has also extended this service to local people through their links with their local GP surgeries, NHS staff and Age UK at their local community hub.

People felt safer because staff worked with the police and the fire service to protect people from crime and improve fire safety. The provider promoted a ‘no blame’ culture, whereby staff were encouraged to speak up if they made mistakes or got things wrong. This was so wider lessons could be learned and safety improved.

People and families praised the exceptional skills of staff who supported them. Their comments included: “We are so grateful for the high quality, efficient and reliable care you provide.” Staff were well trained using best practice evidence and felt supported in their role. The service used innovative training methods to help staff understand people’s experience of becoming frailer, and experiencing visual impairment. They were proactive in ensuring people newly discharged from hospital had increased support.

People living with dementia received best practice care and the agency participated in dementia research. They promoted and encouraged people with dementia to live well. The service worked in partnership with local health and social care organisations to improve people's health. Staf

Inspection areas

Safe

Outstanding

Updated 21 December 2018

The service has improved to Outstanding.

People were safe because there was a strong emphasis on safety, and staff were exceptionally skilled and proactive in recognising and reducing risk. They used innovative ways to support people to stay safe in their own homes, lead fulfilling lives and minimise restrictions on their freedom.

Staff proactively helped people improve their health and reduce their risk of falling. They held Falls Prevention Workshops for local community groups and used an innovative mobile lifting chair to help people who had fallen off the floor. This prevented unnecessary admissions to hospital.

People felt safer because staff work with the police and fire service to protect people from crime and improve fire safety.

Effective

Outstanding

Updated 21 December 2018

The service has improved to Outstanding.

The provider was passionate about supporting people with dementia to live well. They were participating in research by using techniques thought to help people with dementia better manage daily living tasks.

The service work in partnership with health and social care professionals and voluntary groups for benefit of people and families. This included delivering dementia awareness, moving and handling, and other training to local organisations and voluntary groups.

Staff were exceptionally well trained and knowledgeable and felt supported in their role. The service had an effective staff training programme planned around people's individual needs. Innovative training methods were used to help staff understand older people's experiences and challenges.

People were asked for their consent and where they lacked capacity, their family, legal representatives and professionals were involved in any best interest decisions.

People receive a thorough assessment and were involved in planning of their care. Care provided was evidence based and reflected best practice.

Caring

Outstanding

Updated 21 December 2018

The service has improved to Outstanding.

Staff were chosen and matched with people based on their mutual interests. They spent time getting to know people and developed meaningful and valued relationships with them.

Care exceeded people's expectations, because staff went that extra mile for people they supported.

People were partners in their care, and staff promoted their independence.

The service was inclusive and care was culturally sensitive. People were treated as individuals and with the utmost dignity and respect.

Responsive

Outstanding

Updated 21 December 2018

The service remains Outstanding.

Well-led

Outstanding

Updated 21 December 2018

The service remains Outstanding.