Home Instead South East Northumberland is an Outstanding-rated domiciliary care agency serving 60 people, retaining its Outstanding overall rating from 2018 based on inspections of Safe (Good) and Well-led (Outstanding) domains. The service is distinguished by exceptional leadership, a deeply embedded person-centred culture, effective electronic care systems, and strong external partnerships that drive continuous improvement.
Strengths
· Consistent and reliable carers who always arrived on time and stayed for the full duration of calls
· Successful rollout of an electronic care records system improving access to information for staff and relatives
· Comprehensive review of medicines administration practices with additional training stage reducing errors
· Exceptionally well-led service with a strong person-centred culture embedded throughout
· Low staff turnover with strong retention measures; no use of agency staff
Quality-Statement breakdown (9)
safe: Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrongGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safely; Preventing and controlling infectionGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsOutstanding
well-led: Working in partnership with othersOutstanding
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringOutstanding
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsOutstanding
well-led: How the provider understands and acts on the duty of candour; Continuous learning and improving careOutstanding