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Home Instead Senior Care Durham Outstanding

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

Inspection Summary


Overall summary & rating

Outstanding

Updated 2 May 2018

This inspection took place on 12 and 21 February 2018 and was announced. This was to ensure someone would be available at the office to speak with and show us records.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. On the days of our inspection there were 111 people using the service. 40 of these were being supported under the regulated activity personal care.

The service had a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

We last inspected the service in November 2015 and rated the service as ‘Outstanding.’ At this inspection we found the service remained ‘Outstanding’ and met all the fundamental standards we inspected against.

The service had developed innovative ways to keep people and staff safe.

A ‘Senior fraud protection toolkit’ had been developed to help elderly people stay safe in their own homes.

The service had implemented the use of the ‘Herbert Protocol’. The Herbert Protocol is a national scheme which encourages carers to compile useful information that can be used in the event of a vulnerable person going missing.

Each person who used the service had a small team of staff supporting them to ensure continuity of care.

Without exception, people who used the service and family members told us people were supported by kind and caring staff. The service provided “relationship led care”. This included personally introducing staff to people before they visited and providing the same staff at every visit.

The service went above and beyond to support people outside of their agreed support package.

One of the care staff was the runner-up in the dementia care award at the regional finals of the Great British Care Awards. They had been nominated for the care and support they had given to a person with dementia.

The service provided exceptional support to people with communication needs. Communication support plans provided guidance to staff on people’s communication preferences and abilities.

The service was exceptionally well-led and had excellent links with the local community.

The service had been nominated for, and won, several national and regional awards. The provider had developed a specialised training programme in Alzheimer’s disease that had been accredited by the City and Guilds. This had led to the service being the first home care provider to win the Princess Royal training award for dementia.

People, family members and staff were empowered to provide feedback on the quality of the service.

The provider had an effective recruitment and selection procedure in place and carried out relevant security and identification checks when they employed new staff to ensure they were suitable to work with vulnerable people. People who used the service received effective care and support from well trained and well supported staff.

Appropriate arrangements were in place for the safe administration and storage of medicines.

People’s needs were assessed before they started using the service and continually evaluated in order to develop support plans. This included supporting people with their dietary needs.

People’s care records were regularly reviewed and evaluated. Care records were person centred, which means the person was at the centre of any care or support plans and their individual wishes, needs and choices were taken into account.

Staff were extremely responsive to people’s needs and people were protected from social isolation.

The provider had an effective complaints policy and procedure in place.

Inspection areas

Safe

Outstanding

Updated 2 May 2018

The service improved to Outstanding.

Effective

Good

Updated 2 May 2018

The service remained Good.

Caring

Outstanding

Updated 2 May 2018

The service remained Outstanding.

Responsive

Good

Updated 2 May 2018

The service remained Good.

Well-led

Outstanding

Updated 2 May 2018

The service remained Outstanding.