Home Instead Senior Care Greenwich & Bexley was rated Good across all five key questions at its May 2016 inspection, with 20 people receiving a safe, person-centred domiciliary care service. The sole minor finding was an unsigned MARS entry during a hospital absence, with no regulatory breaches identified.
Concerns (1)
minor
Record keeping
: “Staff had signed the MARS to confirm medicines had been administered, however where the person was in hospital the MARS had not been signed.”
Strengths
· People and relatives consistently reported feeling safe and well cared for, praising staff compassion and the registered manager's approachability
· Comprehensive pre-employment checks including DBS, three references, photographic ID and proof of address for all staff
· Robust three-day induction programme followed by shadowing and competency sign-off before lone working
· Person-centred care plans regularly updated to reflect changing needs, with people encouraged to contribute to their development
· Registered manager operated an open-door policy and carried out frequent audits of MARS, care plans and risk assessments
Home Instead Senior Care Greenwich & Bexley achieved an Outstanding overall rating at its March 2019 inspection, with Safe and Effective rated Good and Caring, Responsive, and Well-Led all rated Outstanding. The service demonstrated exceptional person-centred care, innovative community engagement, and distinctive leadership with no failure themes identified.
Strengths
· Exceptional person-centred care with staff matched to people based on personality and interests, fostering meaningful relationships and companionship.
· Outstanding community engagement including partnerships with DisabledGo, Skills and Care Greenwich, local police, and support for the elderly Gurkha community.
· Highly praised leadership described as hands-on, empathetic, and empowering, resulting in national awards including Best Employer in Care Award 2018.
· Innovative responsive care with multiple examples of staff going above and beyond, including accompanying people to hospital and arranging emergency care.
· Robust quality assurance including weekly management reviews, regular audits, bi-annual quality assurance visits, and a 'You Said, We Did' feedback loop.
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
safe: Using medicines safelyGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier livesGood
caring: Ensuring people are well treated and supported; respecting equality and diversityOutstanding
caring: Supporting people to express their views and be involved in making decisions about their careOutstanding
caring: Respecting and promoting people's privacy, dignity and independenceOutstanding
responsive: Planning personalised care to meet people's needs, preferences, interests and give them choice and controlOutstanding
responsive: End of life care and supportOutstanding
responsive: Improving care quality in response to complaints or concernsOutstanding
well-led: Planning and promoting person-centred, high-quality care and support with openness; duty of candourOutstanding
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristics; working in partnership with othersOutstanding
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsOutstanding
well-led: Continuous learning and improving careOutstanding