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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 carried out on 23 October 2019

During a routine inspection

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

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 carried out on 3 March 2017

During a routine inspection

The inspection took place on 3 March 2017 and was unannounced. This was the first inspection of this service since it registered with us in September 2015.

I. & J. Williams Limited is registered to provide personal care services to people in their own homes. People using the service may have a range of needs including physical disability. On the day of the inspection, 25 people were receiving support. There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered 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.

People felt safe and care staff knew how to keep them safe and had the training to do so. People were supported with their medicines has they wanted. The provider had recruitment systems in place to ensure only appropriate care staff were recruited.

Care staff were supported appropriately to ensure they had the skills and knowledge to meet people’s needs. The requirements of the Mental Capacity Act 2005 were being adhered to by the provider.

The support people received was provided to them by care staff who were kind and caring. People decided how care staff supported them. People’s privacy, dignity and independence was respected.

An assessment and support plan process was in place which involved people. The support people received was reviewed on a regular basis and involved people. The provider had a complaints process in place which people were aware of and knew how to use.

The provider carried out a quality assurance survey where people were able to share their views by completing a questionnaire. Spot checks and audits were taking place to enable the provider to identify areas of the service that needed to be improved.