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Home Instead Senior Care Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 16 December 2020

This report was created as part of a pilot which looked at new and innovative ways of fulfilling the Care Quality Commission’s [CQC] regulatory obligations and responding to risk in light of the COVID-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the provider.

About the service

Home Instead Senior Care is a domiciliary care agency providing personal care to 96 people aged 65 and over at the time of the inspection.

Not everyone who used the service 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

People were exceptionally well-supported. Staff and managers empowered people to be involved in their care and to express their individual needs.

Care was personalised and tailored to meet individual need, to ensure people had flexibility and choice. The provider was clear on people’s communication needs and used innovative practice to ensure they responded effectively to people’s care needs.

The leadership and governance of the service ensured high-quality care. Staff, people and relatives were exceptionally well supported by managers, who encouraged their involvement in the development of the service. Staff felt motivated and proud to work for the provider.

People were well supported to received safe care and treatment. Medicines were well managed, and the provider had taken steps to ensure best practice was implemented. Infection control procedures were efficient and well implemented. Staff were safely recruited to ensure they were fit and proper and able to carry out their roles. Staff understood their responsibilities in recognising and reporting potential signs of abuse. Risk assessments were comprehensive and identified potential areas of risk and guided staff to prevent and mitigate harm.

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.

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 Outstanding (published 05 January 2018)

Why we inspected

This was a planned pilot virtual inspection. The report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the COVID-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the provider.

The pilot inspection considered the key questions of safe and well-led and provide a rating for those key questions. Only parts of the effective, caring and responsive key questions were considered, and therefore the ratings for these key questions are those awarded at the last inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Home Instead Senior Care on our website at www.cqc.org.uk.

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 16 December 2020

The service was safe.

Details are in our safe findings below.

Effective

Outstanding

Updated 16 December 2020

At our last inspection we rated this key question Outstanding. We have not reviewed the rating at this inspection. This is because we have not reviewed all of the key lines of enquiry (KLOEs) in relation to effective.

Caring

Good

Updated 16 December 2020

At our last inspection we rated this key question Good. We have not reviewed the rating at this inspection. This is because we have not reviewed all of the key lines of enquiry (KLOEs) in relation to caring.

Responsive

Outstanding

Updated 16 December 2020

At our last inspection we rated this key question Outstanding. We have not reviewed the rating at this inspection. This is because we have not reviewed all of the key lines of enquiry (KLOEs) in relation to responsive.

Well-led

Outstanding

Updated 16 December 2020

The service was exceptionally well-led.

Details are in our well-Led findings below.