A home care company operating across South Liverpool has been rated ‘Outstanding’ by the Care Quality Commission, after intervening in a major telephone scam and helping clients rediscover their passions.
In their report for Home Instead Liverpool South, CQC inspectors praised a member of staff for preventing a client from handing over a large sum of money in the scam.
She then went on to organise free scam awareness sessions and produce information leaflets to help protect other elderly people in the South Liverpool community.
“A person had received a phone call trying to deceive them into handing over a large sum of money. This caused them some distress and anxiety. The staff member intervened and spoke with the caller and reassured the person, so they did not hand over any money,” the CQC said.
The Home Instead branch, based in Wavertree, was also hailed for “going the extra mile” to ensure people’s individual needs and wishes were met.
For example, one member of staff found that their client used to enjoy playing the piano. They had not played for many years so the caregiver organised and supported them to attend an event and to play the piano whilst there.
Since then, the client has been encouraged to play regularly at home. Inspectors reported that the person “had rediscovered a passion which they enjoyed and this had impacted on their emotional wellbeing in a very positive way”.
The report quotes several of the thank you cards received by Home Instead. One, sent by a client, said: ‘Thanks to everyone who makes my life a joy,’ while another, sent by the relative of a client, thanks the team for keeping their family member ‘safe, inspired, happy and well cared for.’
Jan Littler-Mitchell, owner & director at Home Instead Senior Care, said of the award, “My favourite part of the report is where inspectors said ‘many examples were provided of staff going above and beyond to support people in ways that improved their everyday lives and general wellbeing.’ I’ve always known that our team is outstanding. It’s wonderful to have it officially confirmed!
“My job is to support all our caregivers each and every day in making a difference, and I’m so proud of them all.
“We do things a little differently to other home care companies; our caregivers spend time with clients, getting to know them, forming friendships and supporting them as they would support their own family members. It makes sense to us to put our people and their needs at the heart of what we do and clearly it impressed the Care Quality Commission as well. Well done team!”