- Homecare service
Home Instead Rugby
Assessment report published 13 November 2025
Contents
Ratings
Our view of the service
Date of inspection 23 to 26 September 2025.
Home Instead Rugby is a domiciliary care agency that provides care to older people, younger adults, people living with dementia, learning disability, mental health needs, physical disabilities and sensory impairments, within their own homes. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks relating to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection 46 people were receiving personal care.
We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
The provider had continued to focus on, and was able to demonstrate, continued and sustained improvement following our previous inspection to retain its current rating.
The provider, registered manager, leadership team and care staff continued to be recognised for their outstanding care and had received awards with regards to their achievements. The provider’s ethos towards care, was embedded across the workforce. All those involved were committed to improving people’s lives. People’s care was person centred and staff facilitated positive outcomes for people, whilst promoting and maintaining independence.
The provider had continued to drive improvement, which included the implementation of electronic care plans and records, which were accessible to people, their relatives and staff and provided real time information facilitating timely and effective communication.
Systems and processes, underpinned by policies and procedures enabled the registered manager and leadership team to maintain a clear overview of the service being delivered, and respond in a timely way to implement changes in response to any concerns or feedback. People’s views and that of their relatives and staff were regularly sought and used to shape and improve the service.
The registered manager and leadership team were visible within the service. Staff were consistently positive of their responsiveness and support and commented upon good communication. Staff received regular support through supervision and were encouraged to develop through opportunities and learning.
The provider had a robust assessment process, which involved people, and where appropriate their relatives. People’s expectations of their care were fully considered as part of the assessment process and included gathering information as to people’s hobbies and interests, and family life. The registered manager ‘matched’ people to staff, with consideration to staff’s knowledge and training, personality and interests.
People’s care records provided a comprehensive account of their care and support needs, including their prescribed medicine, which were regularly reviewed, with their involvement ensuring they remained central to all decisions. Staff supported people to attend medical appointments when requested to do so as part of their agreed package of care. Staff liaised with health care professionals to promote people’s health and well-being.
The registered manager and leadership team were committed to providing a non-discriminatory and inclusive approach within the service, both for people using the service and staff. Practices ensured people’s consent to care was obtained for all health and care interventions. Where people lacked capacity to make informed decisions, best interest decisions were made and documented.
People’s care needs were met by a consistent team of staff, who had undergone a safe recruitment process. Staff demonstrated an in-depth knowledge of people’s health, care and support needs, as well as information as to what was important to the person, their hobbies and interests. Staff received the necessary training and support to meet people’s needs. Staff expressed how they implemented their knowledge and training to maximise people’s quality of life, maximising independence and choice.
People's experience of this service
People’s views about the service they received were overwhelming in their praise. A person told us, “My impression of Home Instead is outstanding. I am very happy and look forward to my visits, which is so lovely, a cheerful and a positive experience. Lights up my day. From top to bottom, staff are all amazing, really care, and train their carers well.”
People spoke highly of the care staff and were unequivocal in describing care staff as being kind, caring, respectful, highly committed and well trained. A person told us, “Staff treat me with dignity and respect, very nice and caring.” All those we spoke with told us they were fully informed in all decisions relating to their care, and that permission was always sought prior to any care intervention. People and their relatives shared how the service had positively impacted on their quality of life, enabling them to remain in their own home. A relative told us, “The care gives me peace of mind that [person] is being cared for, can stay at home, carers prompt her to stay as active as she is able and encourage her.”
People were supported with all aspects of their day to day lives, where they had requested this. This included support with personal care, attending health care appointments, managing medicine, grocery shopping and housework. People in some instances were supported to access events within the wider community, including visiting hairdressers, support groups, coffee shops and shopping.
People’s relatives were consistently and overwhelming positive in their feedback about the quality of the service provided. A family member told us, “As a family we cannot praise enough the support from Home Instead. The support is phenomenal, they are angels, recommend 100%. They offer a different level of care and ethos, the people they employ are well trained, all are lovely.” Relatives were equally positive as to the positive impact of the service. A relative told us, “The quality of care [person] receives is excellent, I can’t speak highly enough, it has made a big difference to their life and gives us peace of mind as a family that they can remain in their own home with support and remain, safe, happy and comfortable.”
People and their relatives highly praised the leadership of the service, and told us, in their view the company was run well. All reflected upon positive, inclusive and open communication which they considered was a key driver to improvement and the provision of good outcomes for people. A relative told us, “Definitely a well-run company. I know all the management, very impressive.” Another relative said, “You can contact the office at any time, including weekends and bank holidays, knowing you will get a polite and timely response.”
People’s views and that of their relatives were sought, and care plans reviewed and updated based on people’s needs and requests. People told us any changes were responded to in a timely manner. People’s views were sought about the quality of the care provided. People and their relatives told us their views were regularly sought, and that they had no hesitation in recommending the service. A relative told us, “I would 100% recommend Home Instead.”