‘Exceptionally compassionate’ home care service rated Outstanding

Northwich CQC Outstanding collage cropped

A Home Instead Senior Care branch based in Cheshire has been rated ‘Outstanding’ by the Care Quality Commission.

The service, which provides care for older people across Northwich, Knutsford and Holmes Chapel, was awarded the top accolade for two out of five key lines of enquiry – effective and caring.

The inspection took place in January, before the CQC put a halt to all adult social care inspections in response to the coronavirus outbreak.

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Inspectors said in the report that feedback from service users, their relatives and friends was that staff members “genuinely cared” about people, were “exceptionally compassionate” and “put themselves out” to ensure they receive the care and support they needed.

“People’s relatives told us that they felt included and supported emotionally by the approach from staff and the quality of the care provided for their family members. They praised the kindness and creativeness of the staff team,” the report said.

Service users and their relatives told inspectors that staff were not only respectful of their physical home, but also of their privacy and family dynamics.

One family member said of a care worker: “He helps us feel comfortable; he always comes in with a smile… a breath of fresh air.”

Commenting on the accolade, Wayne Harper, general manager of Home Instead Northwich & Knutsford, said: “We are delighted with the latest inspection results from the CQC. Reading all the amazing comments from clients, their family members, and staff have been so humbling. I am proud of the whole team for their dedication, passion and commitment to our most wonderful clients.”

The CQC described the culture within the service as “progressive, dynamic, open and reflective”.

“Every area of people’s care and support showed evidence of thoughtfulness, kindness, learning and ongoing improvements,” the report said.

“There was a clear focus on providing the best possible support for people that was absolutely reliable, safe and centred on their choices and preferences. Everybody’s feedback reflected this.”

Tags : Best practiceCheshireHome Instead Senior Careoutstanding
Sarah Clarke

The author Sarah Clarke

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