Home Instead Senior Care Bagshot was rated Good overall with an Outstanding rating for responsiveness, reflecting exceptional person-centred matching, flexible emergency support arrangements, and proactive dementia community initiatives. No regulatory breaches or failure themes were identified across any of the five key questions.
Strengths
· Staff had never missed a visit and always contacted people if running late; emergency prioritisation plans were in place for at-risk individuals.
· Provider matched care workers to people by shared interests, achieving 100% satisfaction on matching in the 2016 survey.
· Staff were introduced to new clients before providing care and shadowed experienced colleagues during induction.
· Provider ran Dementia Friends courses, a Carer Support Group, and created a Dementia Action Alliance to improve community support.
· Regular spot checks, online competency tests, supervision and annual appraisals ensured staff practice was continuously assessed.
Quality-Statement breakdown (22)
safe: Staffing reliability and missed visitsGood
safe: Safeguarding and recognising abuseGood
safe: Risk assessments and incident learningGood
safe: Recruitment and pre-employment checksGood
safe: Medication managementGood
effective: Continuity of care and regular staffGood
effective: Induction, training and staff supportGood
effective: Supervision and appraisalGood
effective: Mental Capacity Act and consentGood
effective: Nutrition, hydration and health monitoringGood
caring: Kindness and relationships with peopleGood
caring: Dignity, respect and independenceGood
caring: Confidentiality and privacyGood
responsive: Flexibility and responsiveness to changing needsOutstanding
responsive: Care worker matching and person-centred engagementOutstanding
responsive: Dementia initiatives and social isolation preventionOutstanding
responsive: Care planning and reviewOutstanding
responsive: Complaints handlingOutstanding
well-led: Leadership culture and staff supportGood
well-led: Quality monitoring and governance systemsGood
well-led: Engagement with people, relatives and professionalsGood
Home Instead Senior Care Bagshot received an overall Good rating at its December 2019 inspection, with an Outstanding rating for Responsive reflecting exceptional personalised care, dementia community initiatives, and proactive efforts to reduce social isolation. No failures or regulatory breaches were identified across any of the five key questions.
Strengths
· Provider founded local Dementia Action Alliance, organising monthly lunches and community events to reduce isolation for people living with dementia and their families.
· Staff matched to people by experience, personality and hobbies, fostering strong relationships and continuity of care.
· Electronic call monitoring system introduced since last inspection, preventing missed calls and enabling real-time care plan access for relatives.
· Minimum one-hour visits ensuring time for social interaction and reducing isolation.
· Provider trained 668 Dementia Friends and delivered awareness talks on behalf of the Alzheimer's Society.
Quality-Statement breakdown (22)
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; supporting people to maintain relationships and avoid social isolationOutstanding
responsive: Meeting people's communication needsOutstanding
responsive: Improving care quality in response to complaints or concernsOutstanding
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people, the public and staff; duty of candourGood
well-led: Continuous learning and improving care; working in partnership with othersGood