A Home Instead franchise based in Market Harborough has achieved the highest possible rating from the Care Quality Commission.
The regulator rated Home Instead Senior Care (HISC) Market Harborough, Rutland and Corby as ‘Outstanding’ in all five areas of inspection, an accolade achieved by less than 0.2% of England’s adult home care providers.
The news marks the second ‘Outstanding’ rating for the HISC branch. In 2016, the provider achieved the rating for two out of five inspection areas.
In its report, the CQC said the service had a culture of continuous improvement and had systems in place to “sustain outstanding care and further improve the service”.
Inspectors also praised the provider for its “innovative approach to training” and for working with specialist agencies to train staff on how the conditions people lived with impacted their lives.
Business owner Gail Devereux-Batchelor set up the service in 2011 in response to the difficulty she faced trying to find suitable care for her terminally ill sister.
“My sister needed palliative care, but we couldn’t find a reliable, high-quality service. It was Christmas time and I remember sitting on the lounge floor with my laptop on Boxing Day, desperate to find an organisation to help – and that’s when I came across Home Instead,” she said.
“I was so impressed with their ethos and values I decided to set up my own Home Instead office here in Market Harborough. Out of something very sad came something very positive: we discovered how big a difference we could make to the lives of our clients and their families. This business is my sister’s legacy, and that’s a real comfort to me.”
The CQC report gave examples of the company’s “exceptional” service and “trusting” relationships formed between clients and their caregivers.
One relative said, “The carers are tailor made for us, we said what sort of people we would like, they are two real crackers. I couldn’t fault them.”
Clients also spoke enthusiastically about the care they received, with one saying, “It’s like having friends popping in to give you a hand when you need it most.”
Commenting on the inspection, Devereux-Batchelor praised her team.
“I am so fortunate to have the most amazing people to work with. They all share the Home Instead ethos and this shines through in the report,” she said.
“I would like to thank all of our clients and their families for their kind words. A big special thank you goes out to our caregivers; without them, we would not be able to deliver our outstanding service.”