The Care Quality Commission (CQC) has rated Beda Homecare Ltd, trading as Home Instead Bedford, a domiciliary care agency in Bedfordshire as outstanding for the first time, following an inspection that took place in November.
Home Instead Bedford is a domiciliary care agency that provides personal care to people living in their own homes. At the time of this inspection, 43 people were receiving support with personal care.
Following this inspection, Home Instead Bedford has been rated outstanding overall and for being caring and well-led. It has again been rated good for how safe and responsive the service was. Effective was not inspected and retains the previous rating of good.
Stuart Dunn, CQC deputy director of operations in the east of England, said:
When we inspected Home Instead Bedford, we found a care agency delivering an outstanding person-centred service, where the unique needs and aspirations of each person shaped their care. We also saw a service committed to ensuring people were supported to live fulfilling lives, especially for those living with dementia.
It was impressive to see the culture of openness, empathy and inclusion that leaders had created which ensured people using the service, and their families were consistently involved in planning their own care.
We also saw the effort that staff put into helping people maintain their independence. For example, one person living with dementia who had lost confidence in cooking, was carefully matched with a staff member who helped reignite their passion for food. Through constant support, the person gradually became involved in cooking again and regained their independence. They told us they felt proud of the meals they had prepared with staff.
Staff consistently went above and beyond to ensure people felt comfortable and led dignified lives. Our inspectors heard about how one person, previously confined to an upstairs bedroom, was supported to relocate to a downstairs living space, giving them access to garden views and fresh air. This thoughtful adjustment transformed their quality of life and boosted their self-esteem. The person told us staff didn’t just help them with their physical needs but also took the time to truly understand them as a person.
We saw incredibly responsive staff who supported people's emotional wellbeing through the ups and downs of life. Staff took the initiative to help one person experiencing depression and isolation after bereavement, reconnect with a long-lost friend who also used the service. They supported the friends to reconnect through letters, which developed into face-to-face visits and sharing Christmas dinner together. This has significantly improved the person's mental health.
All of the staff at Home Instead Bedford should be really proud of the exceptional care they delivered. Other services should look at this report as an example of outstanding practice, particularly in dementia support, to promote improvements across the sector and to support people to lead their best lives.
Inspectors also found:
- Staff used innovative approaches to support people's independence, including introducing robotic pets for people living with dementia to provide companionship and support.
- The service consistently sourced adaptive equipment to help people maintain their independence, such as specialised utensils for those with reduced mobility.
- People were supported to continue practicing their faith and pursuing their hobbies safely.
- Staff used creative technology solutions, such as tracking tools and smart doorbells, to help people maintain their independence while ensuring their safety.
- The service worked closely with dementia specialists to ensure comprehensive support, including careful palliative care planning.
The report will be published on the CQC's website in the next few days.