Home Instead Senior Care

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question outstanding. At this assessment the rating has remained outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (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 making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.Care plans were person-centred, regularly reviewed and reflected people’s individual preferences. Staff used these plans to guide care delivery and adjusted support when needs changed.

People and relatives told us care was tailored and delivered by staff who knew them well. Care delivery was described as reliable and responsive, with consistent carers who adapted support in line with people’s wishes.The management team told us that they ‘buddy up’ staff and clients with similar interest and hobbies and this approach ensured they delivered tailored support and person centred care. People were supported to work towards personal goals that improved their wellbeing. For example, one person was helped to increase their mobility by encouraging gentle, dance-like movement to music, promoting physical activity. This reflected the provider’s commitment to enabling people to maintain interests and routines that mattered to them.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The service worked with health and social care professionals, including GPs, district nurses, community organisations and local authorities. They also worked with specialist dementia teams, including short‑term assessment, guidance and intervention for people living with dementia. Admissions and discharges were planned to support continuity, and information was shared appropriately when care packages could not continue. Professionals told us the service communicated well and worked in partnership to support good outcomes for people.

The service demonstrated effective collaboration and coordination to ensure people received seamless, person-centred care. Care was regularly reviewed, with changes made promptly to respond to people's changing needs and support positive outcomes.

An example of this was when the service coordinated a safe discharge from hospital for a person with complex needs following being discharged from hospital following a period of ill health. They worked closely with healthcare professionals; the service implemented a live-in care package and a reablement-focused approach to support recovery. Ongoing reviews enabled support to be reduced as the person's independence increased. As a result, the person experienced improved mobility, greater independence in daily living activities and reduced reliance on intensive support, enabling them to continue living safely in their own home. This demonstrated effective continuity of care and positive, sustainable outcomes for the person.

Care planning was individualised and regularly reviewed. Staff used up‑to‑date information to guide care delivery and responded to changes in people’s health, routines and preferences. People received consistent care from staff who knew them well, which supported continuity and positive experiences. Relatives told us staff were reliable and responsive and that care was delivered in line with agreed plans. One person told us “I have a regular group of carers. I know them. I know what time they are coming.”

The provider made sure people received information in ways they could understand. Staff adapted communication to meet individual needs, for example by speaking clearly and at an appropriate pace. Information sharing supported people to understand their care and any changes to their support.People and relatives described communication as strong, with regular contact from the office and staff who were willing to listen and explain.

The provider listened to people and involved them in decisions about their care. Systems were in place to gather feedback and manage complaints, and these were used to improve the service. People and relatives told us managers were approachable and concerns were addressed promptly.One relative told us,“We were given an A4 booklet to note all the questions we may ask. The people in the office are great they answer these and they answer emails within an hour.”

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. Complaints and feedback systems were in place and used to drive improvements. Staff meetings supported shared learning and discussion about feedback and concerns.

The service demonstrated a personalised and responsive approach to care, particularly when supporting a person following a previous negative care experience. Care was tailored to the person's preferences, communication needs, and emotional wellbeing, with a focus on rebuilding trust and confidence. The person was actively involved in decisions about their care, and their routines, interests and goals informed how support was delivered. Family members were also involved in care planning and ongoing communication to promote consistency and shared understanding.

This approach resulted in improved wellbeing, increased confidence in care services and continued engagement with support. Care was adapted as needs changed, ensuring the person retained choice, control, and independence.

People and relatives told us the service was approachable and responsive when concerns were raised, and that management was accessible and willing to listen. Systems were in place to conduct regular care reviews which involved people and families. One relative told us, “They listen and involve us. We have meetings to discuss how it’s going and there are forms I can fill in to complain. I have completed a survey over the phone. Only just had one recently.”

The provider took steps to make sure people could access care and support fairly. Care was accepted where people’s needs could be met safely, and the service worked to address barriers to accessing support. Staff supported people to access healthcare services when needed. People told us care delivery was dependable, any delays were communicated appropriately.

The provider worked in partnership with health and social care professionals to support joined‑up care. Information was shared appropriately to promote continuity when people’s needs changed or when care packages could not continue. Professionals described good communication and a collaborative approach.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

People were supported to access services fairly, and staff treated people with dignity and respect. Equality and diversity were reflected in training and care planning, which helped promote equitable experiences and outcomes. One relative told us, “We did not know about our Christmas plans until the last minute and we cancelled the calls. They were very understanding and kept calling to make sure we were still happy with them not coming.”

The service demonstrated people received personalised support tailored to their individual circumstances and changing needs. Where people experienced increased complexity or barriers to achieving positive outcomes, care was adapted to promote equality of experience and opportunity. This helped people to maintain their independence, dignity, choice, and quality of life, ensuring support remained responsive and focused on achieving outcomes that mattered tothem. An example of this was staff demonstrated a commitment to supporting a person with complex needs and mobility limitations to live a meaningful and fulfilling life. Care was delivered in a person-centred way, with a clear focus on achieving outcomes that were important to them. Staff had developed a detailed understanding of the person’s individual communication methods, including gestures, vocalisations, and eye movements, enabling them to be involved in decisions about his care and daily life. They were supported to lead an active and socially engaged lifestyle and was enabled to participate in activities that were important to them, including international travel, skiing holidays, outdoor pursuits such as camping, abseiling, and caving, and maintaining relationships with family and friends through regular social activities.

The provider planned ahead to support people’s future needs and the sustainability of the service. The provider planned for the future by monitoring staffing levels, recruitment and retention. This helped support continuity of care and the ongoing delivery of safe and responsive services. The provider approached end-of-life care with sensitivity, building strong relationships with clients to facilitate open conversations about their wishes. The service collaborates with hospices and other stakeholders to ensure clients’ preferences are respected and this was documented in care records.

Staff feedback, including through round table discussions, was used to identify emerging risks and inform service improvements. This helped ensure the service remained responsive to people's changing needs and supported a culture of continuous improvement.

The service provided continuity of care, enabling people to remain with the same provider as their needs changed and increased in complexity. This helped maintain established relationships, minimise disruption and ensure consistent, personalised support. As a result, people experienced greater stability, dignity, and positive outcomes throughout their care journey.