Archived: Home Instead Senior Care

People told us that they were satisfied with the service that they were provided with and that their care workers treated them with care and compassion. One person said, "They are very helpful and very friendly." Another person said, "I find it excellent." Another person told us, "Very happy with it." A relative of person who used the service said about staff, "They are very calm and kind to (relative)." Another relative said, "Can't fault them at all."

We looked at the care records of 10 people who used the service and found that although there were shortfalls in the details of some of the records we reviewed, most people experienced care, treatment and support that met their needs and protected their rights.

We found that the service safely supported people with the management of their medications.

We looked at the personnel records of 10 care workers. We found that staff were recruited, vetted and trained effectively.

There were systems in place to monitor and assess the service that people were provided with.

People commented how the managers and the staff would go the extra mile. One person said, 'They always stay as long as they are meant to, and sometimes longer.' In the bad snow at the time of our visit, the owner had used a 4x4 vehicle to ensure staff got to their appointments on time.

Care plans were fully completed and identified people's needs and how they wished their support to be provided. One relative told us, 'I find the activity log very useful. I look at it every week. The staff are just the sort of people my relative needs.'

The service had several ways of ensuring that the service was meeting people's needs, and was of a high quality. Regular reviews, spot checks, and external audits were included in the provider's quality assurance process.