‘Life saving’ home care service goes from Good to Outstanding

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Home Instead Senior Care Elmbridge and East Spelthorne has been awarded the highest accolade by the CQC for “going the extra mile” to provide outstanding care.

The service, based in Esher, Surrey, was rated ‘Outstanding’ in four out of five inspection areas – effective, caring, responsive and well-led – after previously been rated ‘Good’ overall in its inspection three years ago.

Inspectors were told that Home Instead’s carers “went the extra mile” and their report quotes many examples.

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In one instance, a carer saved a client’s life when they arrived at their home to find them choking on medicines.  They commenced basic life support and called the emergency services.

Another carer looked after a client’s dog when they were in hospital and made sure someone’s garden “looked lovely” as they knew how important it was to them at the end of their life, the CQC report said.

Commenting on the ‘Outstanding’ rating, franchise owner Damien Nolan said: “I am privileged that we have had this recognition as it has reflected the great effort that our staff put in.

“The feedback in the report is heartening and it is great to see that we have a foundation and platform from which we can achieve even more in the coming years.”

The service was praised by inspectors for being “exceptionally well-managed” by a “supportive and progressive” management team.

The provider was working towards a goal of being a local resource and education provider, which supports people with dementia, their family and the community, at the time of inspection.

Sarah Clarke

The author Sarah Clarke

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