Home Instead Worthing and Steyning Also known as Home Instead

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 remained Good. This meant people were supported and treated with dignity and respect and were involved as partners in their care.

This service scored 75 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.
People and their relatives consistently described staff as kind, caring and respectful. They told us staff promoted dignity. One person told us, “Staff are very kind and caring, always show [person] dignity and respect and ask consent before anything personal.” A relative said, “Absolutely kind and caring, always respectful and include all of us”. Care records were written in a respectful and person-centred way, and staff spoke about people with warmth and understanding. This showed people were consistently treated with kindness and respect, and their privacy and dignity were upheld.
 

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. People and relatives described how staff developed positive relationships and understood people well. One relative told us, “[Person] is very fond of them all and views them as an extension of her family.” Staff adapted their approach to suit each person. For example, one relative explained staff supported their loved one in a way that reflected their preferences and communication style. This showed people were supported by staff who knew them well and provided personalised care.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us they were supported to have control over how their care was delivered. A person told us how staff responded to individual requests and preferences and said, “Any tasks and the carer will do it for me .” This showed staff responded to individual requests and preferences and encouraged people to make choices about how their care was delivered. Relatives also described how people could make decisions about their care, including choosing how and when support was provided. This showed people were supported to maintain independence and remain in control of their care.
 

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.
People and relatives gave examples of staff responding appropriately to people’s needs and requests during visits. They described how staff acted when concerns arose. For example, one relative said, “Staff inform me if they have any concerns, for example [person’s] memory may indicate an infection.” Care records demonstrated when staff identified changes in individuals’ needs, appropriate health interventions were promptly sought and followed up.
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported by leaders and were able to seek advice when needed. One member of staff told us, “Supervision is always handled professionally. Staff support is amazing, we get 100% support through phone, visits or when we call into the office.”Staff also gave examples of practical support from leaders, including help to complete training and access advice when needed. This showed staff were supported to develop their skills and carry out their roles effectively.