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Archived: Home Instead Senior Care Also known as Silver Lining Care Services Limited t/a Home Instead Senior Care

This service is now registered at a different address - see new profile

All reports

Inspection report

Date of Inspection: 14 January 2014
Date of Publication: 11 February 2014
Inspection Report published 11 February 2014 PDF

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 14 January 2014, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and reviewed information given to us by the provider.

We spoke with the owners, the registered manager, two health care professionals, three relatives and a family friend.

Our judgement

People's views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Reasons for our judgement

People who use the service understood the care and treatment choices available to them.

We were told by people and their relatives who use the service that they had been involved in discussions about the support they required prior to the service starting. We saw care staff supporting people in their own homes in a relaxed and friendly way. Everyone told us that they were able to have their care and support in a way that was 'tailor-made' to suit their individual needs. Comments included "they do what I want them to do" and "they do whatever is necessary". We saw that people were able to change their minds about what they wanted to do for that day and that staff enabled this.

People told us that staff always arrived on time and stayed for the whole length of time required. Comments included "they don't fly out - that's the best bit about this firm" and "if anything, they go above and beyond". The policy of the service was to arrive within 15 minutes of the time given. Staff told us that they were sometimes delayed for example due to traffic or roadwork - on these occasions the office would telephone the person to keep them updated on when the care staff were due to arrive. One relative told us "we didn't want anyone in - that's why we chose them". This meant that people understood the care, treatment and support choices available to them. People and staff told us these occasions were rare.

People told us they knew the staff who would be caring for them. We saw that the agency were careful to match individual care staff to meet people's individual needs. We saw from timesheets that there was a set team of staff for each person each week and that the agency kept the same people as far as possible. Care staff told us they usually had the same people to look after each week. Both care staff and people told us that they liked this continuity and it helped with building up relationships. One person who had recently come to the agency, told us that the carer had been introduced to them before they came into their home.

We saw that people were encouraged to maintain their independence and supported to do as much as possible for themselves. Care and support was personalised and took into account individual preferences and choice.

We saw that people had information about the service in their homes. Each person had a plan of care and they were written in consultation with the person - with either the person or their relative signing to say they had agreed with the plan of care. This meant that people had been involved in the planning of their care.