Home Instead

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We did not look at all quality statements for Responsive at this assessment. The service was responsive. This rating uses some scores from the previous inspection. The provider was responsive to people’s needs and assessed, reviewed, and updated their plan of care as needed. This included any communication needs. Staff provided people with person-centred care, were given choices, encouraged to follow their routines, interests, to maintain contact with friends and relatives so that their independence was promoted, and social isolation minimised.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received a range of support depending on their needs and wishes. Care plans were reviewed with the person or with people who were important to them. Care plans contained details of their likes, dislikes, history, daily routines, and preferences. Feedback from people was positive and described how staff treated them as individuals and valued their experience and interests.

The management team monitored people’s satisfaction with the service with regular phone calls to ensure their arrangements were running smoothly. The staff and management team worked in a person-centred way and demonstrated the ethos and values of Home Instead through proactive engagement, compassion, and the provision of good quality care. A staff member told us, “What people remember as their happy places is important to me, to be able to listen and gain a relationship is one of my biggest achievements.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us staff were very good at responding to people’s different communication styles. A family member told us, “My [relative] struggles with expression of communication and can’t get their words out without difficulty. The staff are patient so they can take their time.” People were supported to understand their rights by using different ways to communicate. For example, some people needed magnifying glasses, large clocks and written instructions on notes to remind them of their daily routine. For one person, staff had provided large font playing cards which had enabled them to play the card games they enjoyed.

Staff were trained to recognise, record and report any changes in people’s communication abilities, enabling the service to respond promptly to changing need.

The provider adhered to the Accessible Information Standard. Information could be provided in different formats as required. People’s communication and access needs were recorded in their care plans.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People’s lifestyle choices and cultural needs were recorded and respected. A family member said, “No health issues are ever too much for staff to deal with. We are treated fairly by all the staff.” People were able to choose the gender of staff they preferred to provide their personal care.

Staff told us they were treated in an equitable way and had access to all resources and facilities the service offered. The provider and registered manager had regard for people’s human rights and were aware of discrimination and the barriers people faced in overcoming inequality. The provider and staff contributed to a range of community activities and outreach sessions. This included events to promote dementia awareness and attending Pride, a LGBTQIA+ event. The provider was able to demonstrate the inequalities people faced when accessing services. There were systems in place to deal with removing barriers and access to services to ensure everyone got the support they needed.

The provider had systems in place to ensure people's views and experiences were recorded and action taken if there were any concerns. The provider and registered manager understood the needs of different groups of people, with diverse backgrounds. The registered manager was in the process of refreshing their knowledge of the protected characteristics under the Equality Act 2010 and ways of discussing this with people during their assessment of need.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.