- Homecare service
Home Instead - Bromley, Chislehurst & Orpington
Assessment report published 14 October 2026
Contents
Ratings
Our view of the service
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.
People's experience of this service
People experienced very good health and wellbeing outcomes because staff delivered consistent, person-centred care tailored to individual needs. People told us they were fully involved in decisions about their care. Staff listened, explained options clearly and adapted support to reflect people’s preferences. People felt in control of their daily routines and confident staff respected their wishes. Relatives said the service communicated openly, responded promptly to concerns and kept them informed when people’s needs changed.
People valued the continuity of care. The provider matched staff carefully to people’s needs and interests, helping them build trusting relationships. People told us staff supported them skillfully with mobility, personal care and more complex needs while promoting their independence. The provider also found creative ways to support people’s recovery, celebrate their individuality and improve their quality of life.
People and relatives consistently spoke positively about the care they received. Comments from people who use the service included: “I am safe with them, and the staff are well trained. [Managers] come occasionally from the office to check things are ok and I am getting the support I need.”
One person said “The staff do everything I need and ask them to do." And another said, “We are very happy with the care they have provided.”
People described managers and staff as professional, responsive and flexible. They said communication was consistently good and the provider adapted care quickly when needs changed. One relative told us,“Care means they can have exactly what they want, be independent and be at home," and “We’re always comfortable with how they are looked after.” And another relative told us, “We are confident that they are safe due to the continuity of care and reliability of the staff.”
Relatives said staff monitored people’s wellbeing, involved them in reviews and care planning, and provided regular reassurance and updates. The provider also worked effectively with external professionals to meet people’s holistic needs. One healthcare professional told us, “My patient has always spoken positively of her carers and as their visits are always one hour minimum, they get a high quality of care.”