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 well managed.
Staff had the skills and knowledge to meet people’s needs effectively. Staff received excellent, specialised training on Alzheimer’s and dementia care and a range of topics relevant to the needs of the people who used the service. Staff were recruited based on their values, kindness and compassion. Recruitment and induction checks were thorough. Reflective practice was encouraged to enhance staff skills and people’s care. People’s health needs were monitored and prompt action was taken to address any concerns or changes. The service had good links with local health and social care professionals and supported people to seek advice and treatment promptly when necessary.
People received an extraordinary, responsive service which was tailored around their unique needs. People’s needs were assessed and reviewed regularly to ensure people’s choices, aspirations and preferences were met. Individualised care plans were drawn up with each person before the service started. The care plans contained easy to read and clear information about each task the person wanted support with but also the individual ways people liked their support and care delivered. The care plans explained how to support and encourage people to remain independent, support them to socialise and improve their health. People were confident they could raise any complaints or concerns with the provider and these would be dealt with promptly and satisfactorily.