Home Instead (Romford) achieved an Outstanding overall rating on its first inspection, excelling in responsive and well-led domains through exceptional person-centred matching, innovative community engagement, and a strongly embedded culture of continuous improvement. No failure themes were identified, with safe and effective practice consistently evidenced across all areas.
Strengths
· Exceptional staff-to-person matching based on shared interests, language and personality, fostering genuinely caring relationships
· Innovative use of technology (password-protected app) enabling real-time care record access for staff and relatives
· Outstanding personalised activity provision including theatre trips, Zoom events and community reintegration during and after COVID-19
· Strong continuity of care with reliable, consistent care workers and management personally covering calls when needed
· Highly positive and inclusive workplace culture with staff recognition, career development support including NVQ Level 3 funding, and celebration of diversity
Quality-Statement breakdown (25)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
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: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesOutstanding
responsive: Meeting people's communication needsOutstanding
responsive: Supporting people to develop and maintain relationships to avoid social isolationOutstanding
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringOutstanding
well-led: How the provider understands and acts on the duty of candourOutstanding
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsOutstanding
well-led: Engaging and involving people using the service, the public and staffOutstanding
well-led: Continuous learning and improving careOutstanding
well-led: Working in partnership with othersOutstanding