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Home Instead Senior Care - Eastbourne and Hailsham Outstanding

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 5 December 2017

The inspection took place on 5 and 6 October 2017 and was announced. This was the first inspection of the service since registering at this location in May 2016. During this inspection we found no breaches of regulations and we found people received an excellent, high quality service.

Home Instead Senior Care (Eastbourne and Hailsham) home care service is a domiciliary care agency which provides personal care to vulnerable adults in the community, the majority living in the vicinity of Eastbourne, Polegate, Hailsham and surrounding countryside. The service provision varies from a minimum one hour visit daily to support people with personal care but also provides companionship services, home help services and dementia care services. The registered manager told us personal care support was currently being provided to approximately 29 people.

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.

The service was exceptionally well-led. The registered manager and senior management team were praised by all we spoke with for their caring manner, open and approachable management style. Care staff all told us of the excellent training, fantastic supervision and support they received.

There were robust systems in place to regularly monitor the service and make continuous improvements. These included audits, home checks, and satisfaction surveys. Where results identified areas for improvement these were delegated and acted upon to ensure accountability. People told us the service was exceptionally well run, all rating the service as first-class.

The service worked creatively hard to improve care for older people locally, supporting intiatives such as a dementia café, ‘Dementia Friend’ awareness (a national dementia scheme) and signposting to other agencies that might be able to help people and relatives such as day care.

People were supported by staff who demonstrated kindness, enthusiasm and passion. Staff gave countless examples of going the extra mile without thought. People mattered and came first. Small teams of staff knew people well, were matched to their personalities and understood their physical, social and emotional needs. We heard countless examples praising staff for their care and kindness. Comments from people we met included, “They are all bright (staff), all excellent. They help me with companionship and personal care, laundry. 11/10 I’d say – good humour, I’m well cared for and kept clean.”

People told us they felt safe. They said they received a punctual, consistent and reliable service. Home Instead knew people exceptionally well, had a system for identifying the most vulnerable people, which meant their needs would be prioritised if there were any problems affecting service provision. People were protected from abuse and harm because staff had completed training in safeguarding adults, and knew how to recognise and report safeguarding concerns. Home Instead had worked closely with the professionals and the local authority to report and investigate safeguarding concerns and take any action necessary to keep people safe. Staff had received training in possible scams which older people might be vulnerable too. This knowledge helped protect people. Risks to people’s health and safety were well managed. Before people began receiving a service an in depth assessment was carried out to assess any risks to the person using the service and to the staff supporting them. Where people needed assistance with medicines, staff had received training and knew how to support people safely. A new “real time” medicine system was being trialled within the service to further ensure people’s medicines were we

Inspection areas



Updated 5 December 2017

The service was safe.

Risks were identified and managed in ways that enabled people to make choices and be as independent as they could be.

There were sufficient numbers of suitable staff to help keep people safe and meet their individual needs.

People received their medicines when they needed them and these were managed and administered by staff that were competent to do so.

People were protected from abuse and avoidable harm.



Updated 5 December 2017

The service was effective.

Staff received a comprehensive induction and on-going training to make sure they had the skills and knowledge to provide effective care to people. Specialised training in dementia care was provided to support people.

People were supported by staff who knew how to ensure their legal and human rights were protected.

People received the support they needed to maintain their nutrition and hydration, and ensure their health needs were met.



Updated 5 December 2017

The service was exceptionally caring.

People were cared for by staff that were special. They were kind, patient and professional and treated people with dignity and respect. Staff we met gave many examples of going the extra mile. People always came first.

Staff were committed to promoting people�s independence and supporting them to make choices. Staff cared for people as they would close family. Dignity and respect for people was apparent in all interactions we observed.

There was an ethos of involving and listening to people who used the service.



Updated 5 December 2017

People�s feedback described the responsiveness of the service as remarkable.

People received care tailored to their preferences. People were supported by staff that had been matched to their personalities, like and dislikes.

Care plans were thorough, person-centred and reviewed with people to ensure they reflected their current needs.

The service had an effective and thorough process for managing complaints which people told us they would feel confident to use.

Activities were tailored to people�s interests, reduced social isolation and helped people develop friendships.



Updated 5 December 2017

The leadership, management and values of Home Instead (Eastbourne and Hailsham) were distinct; the service was very well led.

People were supported by a highly motivated and dedicated team of management and committed staff. This supported people to feel empowered and voice their opinions.

The provider was forward thinking and had developed links with the community which enhanced people�s and families quality of life and knowledge. Continual investment in technology, training and staff ensured people received an outstanding service.

The staffing structure gave clear lines of accountability and responsibility and staff received excellent support.

There was a robust quality assurance programme in place which monitored the quality and safety of the service provided to people and ensured continuous improvement.