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Durham homecare agency is rated Outstanding by the Care Quality Commission

18 February 2016
  • Media

The Care Quality Commission has rated Home Instead Senior Care Durham in Framwellgate Moor, County Durham, as Outstanding following an announced inspection in November 2015.

Home Instead Senior Care Durham is a domiciliary care service providing personal care and support to people in their own homes. There were 26 people using the service at the time of our inspection.

The service has been rated Outstanding for being caring and well led, and was rated Good for being safe, effective and responsive to people’s needs and Outstanding overall. A full report of the inspection has been published at:

The service was highly thought of, and people who used the service and relatives told inspectors that the service often went above and beyond the call of duty and it operated ;like a family unit. The provider engaged a policy that care visits would never be less than one hour, this ensured the carers had the time to develop a relationship with the people they supported and that care was never rushed – inspectors noted that the care delivered was done so with compassion and respect for people’s dignity. Staff and management explored safe ways to help people avoid social isolation through inclusion in social activities that people enjoyed. This was done whilst observing best practice and was done in a way that supported people’s independence.

The management of the service kept up to date with the needs of the people they supported and made sure they knew their personal history. They were also proactive in gathering and acting on people’s and staff feedback about the service delivered to improve care outcomes and staff engagement. The management also proactively engaged with the community through local media and partnerships to promote awareness of dementia.

Debbie Westhead, Deputy Chief Inspector for Adult Social Care in the North, said:

"The staff at Home Instead Senior Care Durham were providing an outstanding level of care to the people they supported. There was a real effort to get to know the people the service supported, taking the time to learn their history and care needs whilst developing a friendly relationship and ensuring that they were included in their care planning so they retained their independence.

“We received many positive comments about the service, how great the care was and how the relatives felt supported as well. Everyone at Home Instead Senior Care Durham should feel proud of the work they do.

“It is for this and many other reasons why the service has received the highest rating we can give.”


For further information please contact CQC Regional Communications Officer Mark Humphreys on 0191 233 3519 or 07881656012. Journalists wishing to speak to the press office outside of office hours can find out how to contact the team here. Please note: the press office is unable to advise members of the public on health or social care matters.

For general enquiries, please call 03000 61 61 61.

Last updated:
29 May 2017

Notes to editors


Since launching its new programme of inspections using specialist inspection teams, CQC has published ratings on more than 12,000 adults social care services. Of those, less than 1pc have been rated Outstanding. 


Since 1 April 2015, providers have been required by law to display their ratings on their premises and on their websites so that the public can see their rating quickly and easily. This should be done within 21 days of publication of their inspection report. For further information on the display of CQC ratings, please visit:


About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.