Outstanding care provider praised for never missing a home visit

A home care provider in Leicestershire has been praised by the care watchdog for never missing a home visit since opening 14 months ago.

Home Instead Senior Care - Charnwood, Loughborough and Coalville was rated ‘outstanding’ by the Care Quality Commission (CQC) with inspectors calling it “simply the best”.

Charlotte Johnson, who opened the Leicestershire branch in April 2017, said: “I am thrilled that in just over a year, our service has received an outstanding rating. I am incredibly proud of our hard-working team and pleased to see their passion and true dedication being recognised in this way.

“We take great care in ensuring all our caregivers are matched with their clients so they share like-minded interests. We see wonderful relationships based on all manner of things such as socialising, baking, knitting, gardening and even cleaning.”

She added: “People should have options, bespoke care with a holistic approach, which is just what we offer. We are also expanding our service so that we can now provide live-in, 24-hour care. I wanted this to be the best of care companies and it seems we are getting it right.”

Above and beyond

Inspectors were told that staff were “exceptional” and that they exceeded all expectations, going above and beyond in their care.

People being cared for confirmed they had regular caregivers who turned up on time, never missed a visit and always stayed the correct amount of time.

One person told the CQC: "They always come at the right time, they are very punctual and are never anxious to get away."

Another added: "I have been so impressed with how patient the carers are. Nothing is too much trouble and they never rush so they can go at their own pace. They are always willing to do extra jobs and if I point at the clock, and say that they should be on their way, they tell me not to be so silly.”

Inspectors also praised caregivers for respecting and valuing families. Staff were found to spend time building relationships with people which had a positive impact on their lives.

One family member commented: "I find that the carers are lovely because not only do they make time to have a chat with my relative while they are looking after them, but they also make time to ask me how I am and have a bit of a chat with me. It's really kind of them because I don't get out very much these days because of my relative’s condition. Just to have a normal conversation with someone make's the world of difference to me."

'A million thank you's from me'

According to the report, the service is extremely well run and managed, with the values of the organisation embedded into staff practice. Members of the management team and caregivers all spoke with passion about their work and the support they provided, including one caregiver who supported a person who had been diagnosed with Alzheimer's disease to overcome their extreme anxiety and water phobia.

"We provide more than just going in and doing the job,” they said in the report. “We want them to look forward to us coming. We look at ways to improve people's lives. They are in control and we are there to support them. It is wonderful to see the journey they have with us. We are able to improve and enrich people's lives.”

Another added: “Thank you Home Instead. It’s the best job in the world, the best decision I ever made! A million thank you's from me.”

There have been 35 ‘outstanding’ ratings in the Home Instead network in the UK.

You can read the report in full on the CQC website at https://www.cqc.org.uk/location/1-3692383913

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