Home Instead

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

There was a positive culture at the service. The registered manager and staff worked collaboratively to continually make improvements to the care provided to people. Governance and management systems, information about risks, performance, and outcomes were used effectively to drive improvements. Staff were positive about their roles and the support they received from the management team.

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.

The provider ensured there was a shared vision and strategy and that staff in all areas knew, understood, and supported the vision, values, and strategic goals and how their role helped in achieving them. A staff member told us, “I am very aware of the values of Home Instead. To assist people to maintain their independence and quality of life, to also provide friendly and compassionate care to people.” Staff were very satisfied with working for the service. Staff were able to tell us about the vision and value of the service and were clear on their role of supporting people with compassion and good quality care. They understood equality and diversity and ensuring people were not disadvantaged. A staff member told us, “The care and dedication given to people’s welfare and needs from the head management and office staff is excellent. They all work hard to see that both people and staff are looked after as required.”

Management and staff demonstrated a positive, compassionate, listening culture that promoted trust and understanding between them and people who used the service. Systems were in place to ensure learning and improvement was a continual process. Staff were asked their views and their ideas for improvements. Actions taken from staff views showed where improvements could be made. The provider offered a package of benefits to staff including celebrating good practice, rewards such as ‘care professional of the month,’ celebrating long service awards and opportunities for development to maintain their workforce.

The registered manager was continually developing their skills, knowledge, and experience to lead effectively. They did so with openness and honesty and supported a management team that worked well together. A staff member said, “Yes. I have raised an issue to [registered manager] before, on a weekend. They took the call and helped deescalate the issue and was very supportive and offered a resolution which was amicable in a professional way.” The management team supported staff in a flexible and individual way, for example, taking personal circumstances into account, and making reasonable adjustments so staff could complete their training and work to the best of their ability. A staff member said, “Everyone I have met so far, both office-based, and care staff have been amazing. Welcoming, approachable, and always happy to help with any questions, concerns or queries I may have.” Staff were from diverse backgrounds and there was clear guidance of zero tolerance of bullying, harassment, and discrimination. We saw evidence that staff could raise any issues of concern and that these would be dealt with quickly.

The registered manager was supported by the provider who was actively involved in the service. There were clearly defined roles and responsibilities of the management team. Systems were in place to gather, record and act on the views and concerns of people and their relatives. Staff were provided with feedback from people they cared for in recognition of good practice. Staff were engaged with the service through meetings, supervision, and surveys.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff feedback was positive about the management and support they received to do their job effectively. Staff understood their role and responsibilities. Managers could account for the actions, behaviours and performance of themselves and staff to support good quality care for people. A staff member said, “I feel that as a company there is always room for improvement, but I have seen evidence of the management team always striving to do the best and improve communication, policies, procedures, and protocols. I am happy working for Home Instead and am grateful to be part of the team.”

A quality assurance process was in place with effective auditing and overview of quality of the service. This was effective in identifying shortfalls in the service. The registered manager was supported by the provider who undertook regular audits to ensure they were compliant with the legal requirements. The provider and registered manager worked together collaboratively for the effective oversight and management of the service. Improvements were made as a result of concerns and issues raised. These included staff surveys results and safeguarding concerns. Lessons had been learnt and information cascaded to staff. Additional training was made available when required. A professional told us, “The registered manager and provider are open, transparent and proactive in dealing with issues raised.” A buddy system was being introduced to support staff to write their daily notes in a more respectful and person-centred way. The provider told us, “We want information about people to be more ‘feeling’ focused than ‘task’ orientated. We will be utilising staff who write their notes well to work with their peers on this. This will ensure people’s day to day lives are more reflective.” There were robust arrangements for the availability, integrity and confidentiality of data, records and data management systems. The registered manager made statutory notifications when required and safeguarding notifications to the relevant local authorities they worked with.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.