- Homecare service
Home Instead Mid Norfolk
Assessment report published 11 September 2026
Contents
Ratings
Our view of the service
Date of assessment 21 May to 22 July 2026.
Home Instead, Mid-Norfolk branch is a domiciliary care agency which provides personal care to adults of all ages who may be living with dementia, a sensory impairment or physical disability in their own homes. We carried out this inspection as it was an unrated service. The Care Quality Commission (CQC) only inspects where people receive personal care. This is helping with tasks relating to personal hygiene, eating and drinking. Where they do, we also consider any wider social care provided. At the time of our inspection, 47 people were receiving the regulated activity of personal care.
The provider had an excellent culture which reflected their values of providing people with quality care and to positively impact on the lives of people they supported. Their values were shared and embodied in how the team worked. Staff told us, “The company works as a well-oiled machine, everyone has their role and is exceptional, dedicated and committed to their role.”
The provider ensured people received exceptional person-centred care which enabled them to carry on living independently in their own home with minimal levels of support. Care calls were delivered consistently and punctually, reflecting a well organised service where people felt reassured in knowing who would be attending and when. People spoke positively about continuity of care and highlighted the benefits of smaller dedicated care teams who understood their individual needs, preferences and routines. Staff were matched to people to ensure they had same interests, likes and personality. This continuity enabled meaningful and trusting relationships to develop, contributing to people feeling safe, valued and respected.
The leadership of the service was a significant strength. The registered manager supported by the senior leadership team fostered an inclusive, transparent and compassionate culture where people, relatives and staff felt valued. People and staff felt confident to speak up, knowing concerns would be taken seriously and acted upon. Strong governance, effective communication and partnership working ensured people received seamless, coordinated care.
Innovative ways of using artificial intelligence, which was a branch of computer science that develops systems capable of performing tasks requiring human-like intelligence, to help capture and create truly person-centred care plans to help inform staff of who the person was and what their aims of care were. Artificial intelligence was also used to monitor and identify when people’s needs changed. This meant steps were taken to keep people safe and well, ensuring care was updated in a timely manner and referrals to health care professionals were made at the earliest opportunity to keep people healthy and living at home.
The provider knew the importance of developing the staff team, investing and valuing them. Staff overwhelmingly told us how approachable management were and supported they felt. One staff member told us, “I feel the service is committed to providing safe, person-centred care and supporting staff to perform their roles effectively. Management are approachable, training is readily available, and there is a positive culture focused on achieving good outcomes for clients.”
People's experience of this service
People consistently described feeling exceptionally safe when receiving support from the service. There was overwhelming confidence in staff, with 1 person saying, “The carers are brilliant. They are easy to get on with, and I am safe with them and they are trustworthy.” Relatives echoed this assurance, highlighting the reliability and dependability of care, “The carers arrive at a time that suits us. They are kind and gentle and have a good rapport with my [relative].”
Without exception, people and relatives spoke of staff with warmth and genuine appreciation, consistently describing care that went above and beyond expectations. Relationships between people and staff were meaningful and highly valued. One relative described how the staff prioritised spending quality time as opposed to be focussed on tasks. They said the staff, “Organise [their] bathing products so they are on hand, little things so they can give [relative] their time and chat to [relative]. They are lovely people and listen to what is said.”
People confirmed their care was delivered in a consistent, respectful manner to meet their needs by skilled and professional staff. They said the service had made a real effort to understand their preferences and needs, thoughtfully pairing them with staff members they could meet and become familiar with before care began. They expressed trust in the team, noting that seeing the same small group of staff helped build strong, reliable relationships. A person said, “They really fit in here and are friends. They keep me on track and help me get washed and dressed. They are fantastic. They are so discreet. They help me with all sorts like change the clocks when time changes and the clocks need to go forward, without asking.”
People and their relatives consistently praised the management team, describing them as well-informed, approachable and dependable. There was a strong sense of trust in the leadership, with many highlighting the team’s excellent communication. People felt welcome and supported always receiving a warm and professional response. A relative emphasised the professionalism and ease to contact the office. They said, “The company are very professional and efficient. The office is easy to contact and always very helpful.” Another said they live near to the office and are always made to feel welcomed if they pop in.
Feedback from people using the service was overwhelming positive. One person told us, said, “An absolute 10 out of 10”, going on to say the service was 100% meeting their needs, adding, “The company itself and the carers are 100%. They deserve gold stars.”