Home Instead Mid Cornwall

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

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 good. At this assessment, the rating has changed to 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 95 (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, empathy, and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Care staff excelled in delivering kind and compassionate care. They always looked for ways to improve people’s lives, and the service went the extra mile to ensure people were comfortable and settled. For example, one person who was supported by Home Instead was going to relocate to Birmingham. The family were concerned about the journey from Cornwall to Birmingham as their loved one was living with dementia and may need support. It was a successful trip and the person coped very well with the journey with the support of the carer who was able to calm and reassure the person as they got confused and distressed at times. An email from a relative said, “It was such a comfort to have a professional pair of hands and also to have someone who [my relative] knows to assist.”

People were supported by small teams who knew people well and understood their individual needs and preferences with a very strong emphasis on the provision of activities and reducing social isolation. One person said, “The service Home Instead has certainly stopped me from feeling isolated. I never realised how easily that can happen when you live on your own, especially with health conditions.”

Professionals told us, “From what I know of Home Instead, I feel I would be happy to have a member of my family cared for by them.”

When a person needed live in care, the provider was able to increase care at short notice to provide 2 care staff for a couple of months until the person was able to employ a live in carer. The person had asked the provider to continue in the mornings as they preferred the care staff they knew to help with personal care and valued chatting to them.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider matched people with care staff based on attributes to build trust and ensure a high-quality service. For example, a staff member said, “During induction, hobbies, skills and interests are captured, I like art and painting and am matched with someone who is keen on art and painting.” New care staff shadowed experienced colleagues to understand client preferences. Care staff repeatedly told us, “We never go to anyone without first shadowing.

People enjoyed spending time with their care staff who said people and relatives described the service as a “lifeline,” “All the carers are kind and can’t do enough for you.”

“Care staff told us, “The care plans are very individual, and it is what the person wants and how they like to have things done.” We saw care plans included details about people’s life histories and interests. One care plan said no washing to be done on a Sunday to respect a person’s religion.

We observed care staff chatting positively with a person about a football match. People told us, “I am in charge and they listen to what I want.” … “They ask what can I do now and then they sit and have a chat, that’s nice.”

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing.

A relative told us, “[My relative] has bad legs, so the care staff help them with exercises, even when they can’t be bothered to do them. They are light-hearted about it and in the end, they enjoy doing them.”

Care staff told us, “A lot of it is being a listener and making sure the person can do as much for themselves, try not to take over but assist.” Care staff described care plans as “Very specific, every need covered,” and “Everyone is an individual” and “With an hour there is no rush.”

Care plans were exceptionally person led, capturing life experiences and what was important to people. Professionals spoke highly of how the service supported people to stay independent and make choices. One professional said “There were times we shared packages of care. These were always successful and we felt confident and happy working with their team.” This consistent and collaborative approach ensure people received joined-up, person-centred support that promoted confidence, wellbeing, and independence.

Care was highly individualised and supported independence effectively. For example, one member of staff supported a person to visit their relative in London. The person was living with Alzheimer’s, and the carer accompanied this person on the train from Cornwall to London, a journey the person would have found impossible to do alone. It gave the person a sense of freedom and independence, knowing they were going to visit family. As they passed through the different stations the person would read the station names and recall the different places they had lived or visited and reminisced about the past. The trip helped maintain their identity and promoted self-importance in their families’ lives. Knowing they could not make the journey without relying on family was a huge achievement for them. The carer guided the person, “the person would order us coffee and felt like they were in control of the whole trip. We just looked like two friends or family members off on a day trip having a wonderful time.”

The provider was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern, or distress.

The provider was extremely proactive in seeking ways to prevent people becoming distressed or experiencing discomfort. One relative told us, “2024-2025 was a tough year [my relative] was relying more on Home Instead. After one particular bad time when [my relative] got lost wandering off, I got a call from the [owner], and he said the care staff are a bit worried about safety at home. With support from the provider, we were able to get the live in support that [my relative] needed.”

People and relatives described how staff quickly noticed when something changed and acted immediately to provide reassurance or support. One person told us, “One of the care staff did pick up on a urine infection once and the GP was informed by the office and medication arranged.” The provider had software that allowed people and their relatives to access daily notes through a family portal, with permission, which was especially appreciated by people whose relatives lived far away. For example, a person whose family resided oversees could stay connected and informed and communicated about their loved one’s care. This provided peace of mind and enhanced the person’s quality of life.

People and professionals told us communication from the service was highly effective. One relative said, “They seem to work well together and have good communication skills, so there is consistency.” A staff member told us, “If something changes they [leaders] will let you know, email, WhatsApp, lots of different ways.” and another said, “You are triple checked, I’ve never had that with another company, these are the best, much more client centred”. Professionals said, “Communication, in my personal dealings with them they have always been professional and clear.”

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person- led care.

Managers were extremely supportive and care staff were actively encouraged to gain additional skills. Staff told us, “Anything you want to learn they will look into ways to make that happen.” and “I thoroughly enjoy working with the company, I think they are brilliant with the clients, the care is excellent and the minimum visit is an hour so the clients have time to wake up and have their breakfast, there is no need to rush, all done at the client’s pace.”

Care staff were all exceptionally positive about the management style and culture, one staff member said, “The managers are all really approachable, always willing to help, it’s nice and relaxed, you never feel like anyone is flapping, it just feels relaxed and organised.” The provider had a reward scheme for care staff that went ‘above and beyond,’ if a positive comment was received, they would get a star, once 3 stars were received the care staff could choose a gift. At Christmas, all care staff were given a gift. Another staff member said, “[I have] worked in care for a long time and they are the best people I have ever worked for, very much feel valued as an employee.” Another noted how they had been supportive when they recently had an operation. The provider continually supported staff to ensure they remained motivated and passionate about delivering person led care. The provider had good staff retention rates allowing them to build an experienced and professional team, providing a high quality, relationship led service for people in their own homes.