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Inspection Summary

Overall summary & rating


Updated 29 November 2019

About the service

Mill Farm is a domiciliary care agency providing personal care to people living with dementia, physical disabilities, mental health and other conditions. There were 53 people using the service at the time of this inspection. Mill Farm is part of the Home Instead franchise which is a nationwide organisation.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

Staff were exceptionally well trained. The provider had an innovative approach to training and worked with specialist agencies to train staff on how the conditions people lived with impacted their life. This supported staff provide the support required to meet people’s needs.

The provider’s protocols and use of technology supported a holistic approach to assessing people’s needs and delivering support.

People were treated with utmost kindness and compassion. They had developed trusting relationships with their care staff and considered them friends and family. The systems within the service promoted the building of positive relationships.

People were supported to be as independent as they wanted to be. People had access to assistive technology which promoted their independence.

The provider delivered support in the wider community which promoted practices where all older people could thrive. They did this through training and providing resources and avenues for social engagement.

People’s history and interest was used to tailor the support they received to them. The service had effective protocols to match staff to people who had similar interest and history. There was a service wide ethos of giving choice and control to people and their relatives.

People were at the core the service. The systems and values within the service demonstrated their commitment to high standards of care for all people. There was a clear structure of leadership and accountability.

The service had a culture of continuous improvement. The provider had systems in place to sustain outstanding care and further improve the service.

There were extensive recruitment protocols in place which enabled the provider employ staff whose values aligned with that of the service. Technology was used to ensure safer management of people’s medicines.

The service had an open culture which promoted reflective practice. Staff understood their role in monitoring the standard of care. Whistleblowing was encouraged within the service and there were systems in place to enable staff feel safe to whistle blow. Staff were confident to raise any concerns and to suggest any improvements.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was Outstanding (published 14 December 2016).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 29 November 2019

The service was safe.

Details are in our safe findings below.



Updated 29 November 2019

The service was exceptionally effective.

Details are in our effective findings below.



Updated 29 November 2019

The service was exceptionally caring.

Details are in our caring findings below.



Updated 29 November 2019

The service was exceptionally responsive.

Details are in our responsive findings below.



Updated 29 November 2019

The service was exceptionally well-led.

Details are in our well-Led findings below.