Home Instead Senior Care

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring - This means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.At our last assessment we rated this key question outstanding. At this assessment the rating has remained outstanding.This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider was exceptional at treating people with kindness,compassion and dignity. Care records consistently reflected respectful language and a compassionate approach, and compliments highlighted staff professionalism, dedication and responsiveness. People and relatives described staff as “kind, respectful, and competent” and said carers had sufficient time to deliver care without rushing, maintaining privacy and dignity. One person told us,“Definitely kind and caring. Always come in with a smile. They protect my privacy and dignity when doing personal care, they will hold up a towel.”

Care was personalised and based on a detailed understanding of each person’s preferences, routines, communication needs and life history. Staff knew people well and adapted their approach to reflect individual personalities, moods and wishes on the day. This helped ensure care felt personal rather than task focused. People were supported in ways that promoted comfort and emotional wellbeing, and staff recognised when people needed reassurance, encouragement or simply time to talk. One relative told us, “They don’t rush and they take their time with her. She gets anxious quickly and they are able to reassure her.”

Professionals also commented on the empathetic and supportive way staff worked to achieve good outcomes. One professional told us,“Home Instead staff treat their clients with respect and dignity whilst adapting a very person-centred care approach. I have had very positive comments from relatives in their approaches. They present as very calm, approachable and always spend time talking with the client, instead of it ‘just being a task’.”

The provider was exceptional at treating people as individuals. Care plans were personalised, reflected emotional, social and end‑of‑life preferences where these had been discussed. Staff described using care plans actively to guide person‑centred support, and people and relatives said carers knew them well and adapted care to individual preferences. Consistency of carers supported strong relationships and personalised care delivery.

People,relatives and staff shared numerous examples illustrating how protected characteristics such as age, disability, gender identity, religion and culture, were not only respected but actively integrated into care planning. Care plans were detailed, capturing people’s life experiences, backgrounds, routines, and aspirations. This ensured staff could build meaningful relationships and deliver support in ways that felt familiar, comfortable and genuinely aligned to who the person was. One person told us, “They treat me as an individual. They do things the way I like. They respect my faith.” People’s cultural needs were considered and catered for. A relative told us how their families cultural needs were met and of the impact. “One of the carers is from Africa and my [person] had travelled to Africa, so they have great conversations, which gives [person] pleasant and happy memories.”

Staff provided a holistic approach to care, supporting people with companionship, social interaction alongside personal care and support. For example, a person with multiple health conditions was supported to attend services within the community to support them in coping with their health. This included attending dementia friendly events, local markets, outings to garden centres, and exercise classes.

The provider supported people’s independence, choice and control. Care planning promoted independence and positive risk‑taking, with routines designed to provide consistency while respecting personal choice. People were supported to attend appointments and events that mattered to them, and staff described having time to encourage independence rather than task‑focused care. One person with complex health conditions and physical limitations was enabled to achieve their personal goals and take part in activities that were important to them, including international skiing holidays. They were also supported to lead a meaningful and active lifestyle, participating in activities such as camping, abseiling and caving.As a result of the care and support provided, they were able to maintain social connections and remain engaged in meaningful activities, while exercising choice and control over their daily life. Care was delivered in a way that ensured they felt supported, understood and respected, and enabled them to access opportunities and activities that may otherwise have been unavailable to them.

Feedback from people and relatives confirmed that carers adapted support to individual wishes and daily choices. People said staff offered choices and encouraged them to remain as independent as possible. This included prompting decision making and giving people time to do things for themselves. One person told us, “I get choices. The carers will ask me if I have made a hair appointment. They ask me where I want to go.”

The provider responded promptly to people’s changing needs. Care arrangements were reviewed and adjusted without delay, supported by updated care plans and appropriate referrals. For example, the service supported a person with complex health and care needs, who required full support with mobility. When their health deteriorated, the service proactively arranged 24-hour support. Staff also attended hospital admissions to provide advocacy, ensure continuity of care, and effectively communicate the person’s needs to healthcare professionals.

Monitoring systems were in place to identify missed or late visits and maintain continuity of care. Staff followed clear escalation procedures, communicated with senior staff and external professionals, and ensured timely responses to urgent situations. One staff member told us “We monitor our clients and if they are unwell, we will call the GP and make an appointment and then record the notes on the app.”

People and relatives reported dependable care delivery, with concerns communicated and addressed appropriately, and staff demonstrated proactive responses to emerging health issues. One person told us “They respond quickly. They will ask if I need anything else when coming to the end of the session. They don’t mind adjustments. They will change plans no problems. I have a pressure cushion for my chair. I needed a new one, the carers helped me to get a new one. I am comfortable now.”

Leaders reviewed support regularly and adapted visit times or levels of care in line with people’s preferences. One person told us their visit times had been adjusted when their health fluctuated, reflecting the provider’s commitment to maintaining independence while delivering responsive care.

The provider always supported workforce wellbeing and enablement. Spot checks were constructive and linked to staff development, and additional training was provided where support needs were identified, including help with documentation.The management team had an open door policy encouraging staff to share concerns or seek guidance.Staff described clear systems, a supportive management team and a positive working culture, with recognition and incentive schemes in place to boost morale and aid recruitment.

Staff wellbeing was at the heart of the provider’s caring culture, and this had a direct, positive impact on the kindness, compassion and consistency people experienced. Staff repeatedly told us they felt highly valued, supported and appreciated.

Staff achievements were celebrated frequently. These gestures helped staff feel proud of their work and motivated to continue delivering high quality, caring support. One staff member shared, “Our hard work never goes unnoticed. We feel appreciated, and that helps us give our best to clients every day.”