Home Instead East Dorset & Blandford

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 – 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. There was a strong, visible person-centred culture. The service ensured staff in all roles were highly motivated and offered care and support that was exceptionally compassionate and kind. They cared for individuals and each other in a way that exceeded expectations. Staff demonstrated a genuine empathy for the people they cared for. One relative told us, “The carers have become part of [loved one’s] family and nothing is too much trouble. Refiling the bird feeder is not part of their remit, but they realised it was important to [loved one] to watch the birds, so they just do it. [Loved one] looks forward to their visits.” Another relative said, “The staff are outstanding, they have taught me a few things. They are so caring with [loved one] they brush their hair, put hand cream on their hands and even read poems which [loved one] really enjoys.” A further relative told us, “One person told us how staff had gone above and beyond to support them with their pain management, hospital appointments and filing out applications to ensure they received the ongoing professional support they needed. They said, “I can honestly say their care, empathy and commitment are unquestionable,” Staff always treated colleagues from other organisations with kindness and respect. One professional told us, “Every member of staff I have encountered has been thoroughly professional. They are friendly and respectful.”

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. People and their relatives told us staff demonstrated consistently outstanding skills and excellent understanding of people’s individual's needs. For example, staff had supported one person to engage in the community to improve their state of wellbeing and had arranged special outings to enable the person to play the piano, an activity they really enjoyed. Their relative told us, “Other care agencies struggled to manage the support and care our loved one needed, but the care professionals at Home Instead East Dorset and Blandford have been exemplary in their treatment and management of [loved one’s] needs. They have widened [loved one’s] horizons in the community, taking them on various outings and walks to Wimborne Minster to play its grand piano, to the model town and the museum to walk in their respective gardens and enjoy afternoon tea, for walks along the river and to take part in the annual Pancake Race. They also offered opportunities for [loved one] to attend their Companionship Café sessions at Wimborne Community Centre. We often feel buoyed up by the care professionals’ visits as they not only care for [loved one] but also lift our spirits, offer advice and are becoming trusted friends. The instil us with confidence in a way that no other agency has done.”

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 before Home Instead East Dorset and Blandford, their loved one had been on constant bed rest and only watched quizzes on the TV. Staff supported the person to communicate in their preferred method by providing a device they could write on. This enabled the person to express their wishes and tell staff what they would like. The improvement in communication led to the person becoming much more independent. Staff identified the person was unable to walk due to needing foot care. The provider organised staff to complete specialist foot care training, so they could provide this service to people who needed it. With this extra support, staff were able to assist with the person’s mobility, encouraging their independence to walk around. This led to better overall outcomes for the person. Their relative said, “The efforts of the carers to involve my relative in conversations about their life and interests has supported them out of the rut they were in. [Loved one] is more involved in their care and their diet has improved. The staff have provided regular foot care which has reduced my relative’s foot pain and led to improved mobility allowing more independence. Things are much improved for my relative since we started using Home Instead East Dorset and Blandford.”

The provider 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. Staff knew how to reassure people in times of distress by using distraction techniques and remaining calm. One staff member said, “If a person I cared for became increasing distressed and upset, I would try to find out the cause. I would remain calm and offer as much support as I can, I would seek support via my manager or ring the on call if the person needed additional support.”

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care. Staff told us the provider and management team were outstanding in supporting staff to do their jobs well. Every effort was made to make reasonable adjustments which removed obstacles and enabled staff who needed to have equal opportunities to be able to perform their roles and deliver exceptional standards of care. Staff consistently told us they received excellent support from leaders. One staff member said, “[Provider and management team] are always there for you. They offer support and have an open-door policy. They have offered free counselling sessions from employee assist. They are always at the end of phone if we need anything. They do an amazing job, and they look after their staff very well. I am very proud to be able to bring my best me to work.”