During an assessment under our new approach
Home Instead Bromley, Chislehurst and Orpington is a care at home service that provides personal care to people in their own homes. At the time of our assessment, the provider supported 80 people, including younger and older adults and people living with dementia. Most people using the service were older adults.
Date of assessment: 1 and 2 April 2026. We carried out this inspection because of the time elapsed since the last inspection. We conducted a comprehensive assessment that covered all quality statements across the five key questions. The last rating for the service was outstanding (published 19 April 2018). Following this inspection, the rating remains outstanding.
The provider delivered consistently outstanding, person-centred care that achieved exceptional outcomes for people. A consistent team of care staff supported people and knew them well, including how each person preferred to receive support and what they needed to manage risks to their safety. Staff worked proactively with health and social care professionals to coordinate hospital discharges, rehabilitation and ongoing support, enabling people to recover safely, maximise independence and improve their quality of life for example the provider partnered with a local nursing home that delivered rehabilitation and with a community physiotherapy team. This teamwork ensured people received a holistic package of care that led to life-enhancing outcomes.
Managers and staff understood people exceptionally well, tailored care to individual strengths, preferences and aspirations, and supported people to achieve outcomes that others had considered unachievable. Staff delivered compassionate, personalised care that promoted dignity, choice and independence. They adapted communication to meet individual needs, encouraged meaningful activities and developed trusting relationships that enhanced people’s wellbeing and reduced social isolation. Staff identified and managed risks effectively through robust care planning, regular reviews and proactive monitoring while enabling people to take positive risks safely.
Leaders created a positive, inclusive culture that placed people at the centre of care. They maintained effective governance, monitored quality continuously and acted promptly on learning to sustain high standards. Consistent staffing, specialist training and a strong commitment to staff wellbeing supported the delivery of safe, responsive and consistently outstanding care. The registered manager prioritised the wellbeing of both people and staff through a values-led approach that promoted continuity, reduced stress and supported positive working conditions. Practical measures such as consistent carers, minimal travel time and staff benefits contributed to reliable, high-quality care and a motivated, stable workforce.