An Essex-based home care provider, described by its clients as ‘marvellous’ and ‘passionate’, has been rated ‘Outstanding’ by the Care Quality Commission.
The Home Instead Senior Care service, which cares for people living in Clacton-on-Sea, Frinton-on-Sea and Walton-on-the-Naze, maintained the top rating for being well-led, and gained a second ‘Outstanding’ nod for being caring.
The branch was rated ‘Good’ overall following its previous inspection in October 2016.
Inspectors said people, staff, relatives and external professionals were “extremely confident” in the management of the service and that the registered manager, supported by their senior management team, had established a person-centred ethos amongst its workforce.
The report also noted that morale was high at the service, with staff being “extremely motivated and passionate” about their role and clear on their responsibilities.
Jean Allen, owner of Home Instead Clacton Frinton and Walton, set up the local in 2008, and has provided care for hundreds of elderly clients in the community over the past 12 years.
Commenting on the Outstanding CQC inspection rating, she said: “I am absolutely thrilled by the result of this inspection and would like to take this opportunity to thank every one of our amazing staff for all their consistent hard work.
“We take a unique approach with our care services and are delighted that the CQC have rated us Outstanding. It is a reassurance that we are doing things right. Our caring and compassionate CAREGivers love their work and feel respected for what they do, and the service they deliver is highly valued by our clients and their loved ones.”
The CQC also praised the service for digitising its communication system since the last inspection, introducing various apps and electronic systems to enable staff to monitor the service and check on visits, and allow family members to see what’s happening with their relatives.
One relative said: “The good thing for relatives is the app they provide so you can see which CAREGiver has visited, the jobs they have done and the comments they have written, which is a fantastic idea and is good to keep an eye on what is going on.”
Jemima Burnage, CQC Head of Inspection for Adult Social Care in the central region, said: “Staff went the extra mile when people needed additional help. This included bringing groceries for one person who could not get out after their relative had an accident. Staff also took a proactive approach to helping people secure additional support when their needs or circumstances changed, such as signposting people and their relatives to healthcare professionals and advocacy services.
“The service’s success was supported by the approach of its manager, who showed effective leadership to put people and their needs at the heart of their care. This included initiating new technology to monitor care records and identify issues that could arise. Management also created an inclusive culture, meaning people and staff could make a real contribution to shaping the future of the service.”