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I & J Williams Ltd Outstanding Also known as Home Instead Senior Care (Dudley & Sandwell South)

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

Inspection Summary


Overall summary & rating

Outstanding

Updated 26 November 2019

About the service

I & J Williams Ltd is a domiciliary care agency that is part of the Home Instead Senior Care franchise. A franchise is a business in which the owners sell the rights to their business logo, name, and model to independent owners. The service provides personal care and companionship to older people living in their own homes. Some of these people were living with dementia. At the time of the inspection, 60 people received a service from I & J Williams Ltd, however, only 46 people 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.

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

Caregivers were described as the 'heartbeat' of the service which was led by an inspiring provider who promoted a positive and inclusive culture. The provider was focussed on selecting caregivers with the right values through a rigorous recruitment process. Caregivers received excellent training and used their knowledge to make people's lives better.

People had a designated set of caregivers who provided all their calls and who knew them extremely well. Caregivers were able to notice any subtle changes in a person's health and seek immediate healthcare support.

People told us about the exceptional care and support they received from extremely kind and compassionate caregivers. They told us caregivers went out of their way to make their lives better. Caregivers were highly valued and exceptionally motivated to deliver high quality, person centred care. Relatives told us the reliability of the service was outstanding.

There was a clear dedication to providing high-quality person-centred care to people, so they could remain living in their own homes for longer. People and their relatives told us the service was exceptionally well led and they would recommend the service to others.

The registered manager had robust quality systems and processes in place to monitor and continually improve the service. The provider was passionate about being an active role model within its community and organised community events to enable people to live at home for longer. There was a clear dedication into making Dudley and South Sandwell dementia friendly.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

There was an open and honest culture with robust systems to manage complaints. People, relatives and caregivers felt comfortable to raise any concerns and had confidence these would be investigated thoroughly. However, everyone we spoke with told us they had no cause to complain.

There were robust systems and processes in place to manage risk and safeguard people from avoidable harm. People told us they felt completely safe when being cared for by I & J Williams Ltd.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 26 April 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Good

Updated 26 November 2019

The service was safe

Details are in our safe findings below.

Effective

Outstanding

Updated 26 November 2019

The service was exceptionally effective

Details are in our effective findings below.

Caring

Outstanding

Updated 26 November 2019

The service was exceptionally caring.

Details are in our caring findings below.

Responsive

Outstanding

Updated 26 November 2019

The service was exceptionally responsive

Details are in our responsive findings below.

Well-led

Outstanding

Updated 26 November 2019

The service was exceptionally well-led

Details are in our caring findings below.