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Home Instead Senior Care Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 5 July 2018

This was our first inspection of Home Instead Senior Care. The visit was announced and was carried out on 15 and 16 May 2018. The provider was given notice because the location provides a domiciliary care service. We needed to be sure that someone would be in the office. The service provided domiciliary care and support to people living in and around the borough of Charnwood, Leicestershire. At the time of our inspection there were 21 people using the service.

Not everyone using Home Instead Senior Care received the regulated activity; personal care. CQC only inspects the service received by people provided with personal care, help with tasks related to personal hygiene and eating. Where they did we also took into account any wider social care provided. Of the 21 people using the service, nine were receiving personal care.

The evidence seen supported the rating of Outstanding.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People using the service and their relatives were extremely positive and complimentary about the service they received and of the support workers, known as care givers and management team who supported them on a daily basis.

People told us they felt extremely safe using Home Instead Senior Care and felt really safe with the care givers who provided their care and support. Relatives we spoke with agreed that their relatives were safe with the care givers who supported them.

Care givers were aware of their responsibilities for keeping people safe from avoidable harm or abuse. They had received training on the safeguarding of adults and knew the process to follow should they be concerned for anyone. The management team were aware of their responsibilities for keeping people safe and knew to refer any concerns on to the local authority and Care Quality Commission (CQC).

People's needs had been comprehensively assessed and the risks associated with their care and support had been assessed, reviewed and managed. The care givers had received training in the prevention and control of infection and the necessary protective personal equipment was available.

People were supported to stay safe at all times and their freedom was respected. They were supported to have maximum choice and control of their lives and care givers supported them in the least restrictive way possible.

A robust recruitment process was followed to make sure only suitable people worked at the service. A comprehensive induction and training programme ensured the care givers were well trained to meet people’s individual and diverse needs and work in line with the provider’s values and beliefs. People told us there were enough care givers to meet their needs. They explained they were extremely punctual, always turned up and never missed a visit. Care givers were matched to the people using the service and meaningful relationships had been built between the care giver and the person using the service and their families.

Care givers had received training in the management of medicines and people were supported with their medicines as prescribed by their doctor and in line with the provider’s medicines policy. The provider’s auditing processes ensured people continued to be supported with their medicines in a safe way.

There were arrangements in place to make sure action was taken and lessons learned when things went wrong to sustain and improve safety across the service.

People told us the care givers were extremely kind and caring and they were treated with the upmost respect. They told us their care and support was provided in a way they preferred and their consent was always obtained. The care givers supported peo

Inspection areas

Safe

Good

Updated 5 July 2018

The service was safe.

The staff team kept people safe from abuse and avoidable harm and risks associated with people’s care and support were thoroughly assessed and managed.

Robust recruitment procedures were followed when new staff members were employed and suitable numbers of staff were available to meet people’s care and support needs

People were supported with their medicines in a safe way.

Appropriate systems were in place to make sure people were protected against the risk of infection and lessons were learned and improvements made when things went wrong.

Effective

Good

Updated 5 July 2018

The service was effective.

People’s needs where comprehensively assessed prior to their care and support packages commencing.

People received care and support from a dedicated staff team who had the necessary knowledge and skills.

People were encouraged and supported to make decisions about their care and support. Consent to their care and support had been sought and the staff team understood the principles of the Mental Capacity Act 2005.

People were supported to eat and drink well. Their health and wellbeing were being monitored and they were assisted to access health care services when they needed them.

Caring

Outstanding

Updated 5 July 2018

The service was caring.

The staff team were extremely kind and caring and treated people with the upmost respect.

The staff team were highly motivated to provide compassionate and kind care.

People’s privacy and dignity were promoted and respected by a staff team who put people’s needs at the heart of what they do.

The staff team were given the time they needed to provide people’s care and support and were enabled to build open and honest relationships with people and their families.

Responsive

Outstanding

Updated 5 July 2018

The service was responsive.

People had been comprehensively involved in developing their plan of care with the support of their relative’s. People's plans of care and associated documents reflected well their individual personal care and support needs.

People’s care and support needs were met by a staff team who had an excellent understanding of their social and cultural diversities and their values and beliefs.

People knew how to raise a complaint and were confident that any concern would be dealt with appropriately and to their satisfaction.

Well-led

Outstanding

Updated 5 July 2018

The service was well led.

There was an open and transparent culture within the service and the staff team went above and beyond to put the people using the service at the heart of what they do.

The staff team where highly motivated and supported to provide excellent care and support to the people using the service.

Robust monitoring systems were in place to monitor the quality of the service being provided to ensure it was the best it could be.

People’s thoughts of the service were obtained and taken on board to ensure the continued improvement and development of the service.