- Homecare service
Chesterfield Home Care Ltd Also known as Home Instead
Assessment report published 31 July 2026
Contents
Ratings
Our view of the service
Date of assessment 1 July to 20 July 2026. Chesterfield Home Care Ltd (also known as Home Instead) is a domiciliary care agency providing personal care to adults of all ages in their own homes. At the time of our assessment, 115 people were receiving the regulated activity of personal care. This was a planned assessment due to an aged rating.
The service was exceptionally well-led. Leaders had a clear vision for the service and were successful in embedding person-centred values which were consistently reflected in the attitudes, behaviours and commitment of staff at all levels. There was a clear commitment to learning and innovation, demonstrated by the provider’s investment in effective technology, including the safe use of artificial intelligence to enhance quality, safety and oversight. The provider maintained strong partnerships with relevant stakeholders and the local community, ensuring positive outcomes for people. Governance systems were effective in overseeing risk and quality.
People were supported safely. Risks were identified, assessed and reviewed with people and those important to them. Staff understood people’s needs and had guidance and appropriate training to support them safely. Staff worked well together, and with relevant stakeholders to share information using the provider’s electronic message book. This ensured changes in people’s needs were acted upon promptly. Environmental risks and infection, prevention, and control (IPC) were safely managed. There was enough staff to meet people’s needs, and people were supported by a consistent staff team which had been carefully matched based on skills, personality and experience. Action was taken to ensure immediate safety when things went wrong, and processes were in place to report, investigate and monitor accidents and incidents.
A culture of kindness, inclusion and respect was evident throughout the organisation. Care records showed people received person centred care, and staff feedback showed a good understanding of how to promote independence. The provider understood the key challenges and barriers the people they supported faced and was actively working to support in overcoming these.
Workforce well-being was a clear priority, and consistent staff feedback told us systems and processes to support staff were effective. This in turn led to a motivated staff team, driven by providing high quality care.
People's experience of this service
People told us they felt safe using the service and knew how to raise concerns if needed. Systems were in place to support effective communication, and most people and relatives felt well informed about their care and the service they received. Some felt responsiveness to phone calls could be improved; we discussed this with the provider, who demonstrated an awareness of this issue and had taken steps to improve responsiveness, including the introduction of a, ‘client experience lead’.
People consistently described staff as kind, caring and supportive. Comments included, “Very helpful”, “Lovely, respectful and friendly,” and “Conscientious.” People confirmed they received the care and support they expected and valued the service’s role in helping them remain independent and continue living in their own homes. People were supported to maintain their health and wellbeing and, where this formed part of their assessed needs, were assisted to eat and drink enough. People and relatives told us referrals to healthcare professionals were made appropriately when required. Staff obtained people’s consent before providing support, with one person telling us, “[Staff] always check with me what help I want; it's all about my choice.”
People expressed confidence in the leadership of the service and said they had opportunities to provide feedback and raise concerns. They felt their views were listened to and acted upon. One person told us, “It is very well organised,” while another said, “Seems well run. The new owners have been out and introduced themselves and asked what we thought of the service, 10 out of 10.”