During an assessment under our new approach
Date of assessment: 18 September to 17 October 2025. Home Instead - Eastbourne and Hailsham is a domiciliary care agency providing personal care to adults of all ages in their homes. At the time of our assessment, 24 people were receiving the regulated activity of personal care. Although this service specialises in supporting older people living with dementia, they are also registered to provide support to autistic people and people with a learning disability. At the time of our assessment, the service was not providing support to people whose primary care need was as a result of their learning disability or autism. However, we still assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider could guarantee people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. The provider had regard to ‘Right support, right care, right culture’. Evidence and feedback demonstrated that the service consistently met the needs of the people they supported.
The service had a strong, proactive and positive culture, which empowered people to reduce risks to their safety. There was an open and transparent culture at the service and staff had a strong focus on continuous learning and improvement. Challenges were seen as opportunities and not obstacles, which showed a true commitment to people’s health and wellbeing. Staff were trained and supported in their roles. All staff spoke highly about the providers values of genuinely caring and valuing them as a team which ensured they delivered high-quality care to people.
People’s care was planned in an exceptionally personalised and holistic way. Leaders and staff worked diligently to ensure people’s emotional wellbeing and health needs were met. The provider matched people with staff who shared similar interests, experiences and values to ensure people had significantly positive experiences of care. They welcomed contact from people and their relatives and wanted to ensure everyone who contacted the service had a positive outcome.
Staff and leaders were exceptional at treating people with kindness, empathy, and compassion. They respected people’s dignity and privacy and understood the importance of supporting people to maintain their independence. The provider not only valued people using their service, but their individual support networks too.
There was a very strong emphasis on the provision of activities and reducing social isolation which were meaningful to people. The provider was pro-active in sourcing innovative ways to enhance people’s support and experiences in the wider community which was notably beneficial to their wellbeing.
Staff excelled in identifying when people needed additional support from other agencies and supported them to access these without delay. They demonstrated exceptional values of putting people first and advocating on their behalf to ensure they did not experience any barriers to care. Professionals spoke highly of staff’s proactive and compassionate approach.