We carried out a review of the data available to us about Home Instead Senior Care on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Home Instead Senior Care, you can give feedback on this service.
Home Instead Senior Care is a domiciliary care agency. It provides personal care to people living in their own homes in the east Nottinghamshire area. There were 42 people using the service at the time of the inspection. The service supported older people, some of whom were living with dementia.
People’s experience of using this service
At our previous inspection we found staff to be exceptionally caring and committed, and were led extremely well. At this inspection this continued to be the case.
People were provided with an exceptional, caring and consistent service. People described the service they received in outstanding terms and staff displayed dedication and commitment to their work. People decided what care and support they needed which was provided in a manner that valued and respected each person who used the service.
People gave numerous examples of staff going above and beyond their duties to ensure their experience of Home Instead was exceptional. Relatives and external professionals agreed.
Continuity of care remained outstanding and a key strength, with all people confirming they always received a visit from someone they perceived as a friend. Staff turnover was extremely low and use of agency staff never occurred.
The service was led distinctively and with a passion for making a difference in people’s lives. Staff were extremely well supported and empowered to make those differences.
The leadership engaged positively with a wide range of external stakeholders, in order to meet people’s immediate needs but also to broaden understanding in the community about living with dementia.
People told us that they felt safe with the staff who supported them. Staff were knowledgeable about the action they would take if abuse was suspected.
Rota planning was effective and arrangements were in place to prevent delays and missed calls.
People were supported to maintain healthy lifestyles through the provision of information, access to a range of eternal services and help with day to day tasks such as preparing meals.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Care visits were at least an hour long which helped enable staff to provide person-centred care which was responsive to people’s needs.
Staff received training relevant to their roles and ample professional support.
Care planning was comprehensive and peoples likes and dislikes always considered.
A range of audits at local level and by the provider’s national quality assurance team helped ensure quality standards were high and people remained safe. Our findings at this inspection confirmed that an effective quality monitoring system was in place, locally and from the national provider. The service was run extremely well as a franchise of the national organisation. It used that national support in place to good effect and also had its own distinctive approach to building bonds and rapport with people.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
Outstanding (last report published 6 July 2016).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.
The service had a registered manager in place at the time of our inspection. 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 felt safe with the staff who supported them who understood the risks they could face. People were encouraged to act safely and to do what they were able to as independently as possible.
People were only supported by staff that they been introduced to and understood their needs. People received a flexible service that suited their individual circumstances. People were provided with any support they needed to take their medicines.
People were supported by staff who were trained and given guidance on how to do meet their needs. People’s human rights to make decisions for themselves were respected and they provided their consent when needed.
People were supported to eat a healthy and balanced diet they enjoyed which promoted their wellbeing. People received the support they wanted from staff so they could receive the healthcare support they required.
People were provided with an exceptional, caring and consistent service. People described the service they received in exceptional terms and staff displayed dedication and commitment to their work. People decided what care and support they needed which was provided in a manner that valued and respected each person who used the service.
People were involved in planning and reviewing their care and support which they received in the way and at the time they wanted it. People had regular opportunities to express any issues of concerns and were confident these would be looked into and resolved.
People were supported by staff who were valued and provided with innovative and inspirational leadership. People were put at the heart of the service which achieved their aims and values. People were involved in contributing on how they service was run as well as taking part in research on how to improve home care services nationally. There were systems in place to ensure people received an excellent service.