Home Instead Sutton has become the first home care provider in the London borough to be awarded a Care Quality Commission (CQC) ‘Outstanding’.
The service was given the top rating for two out of five Key Lines of Enquiry – caring and well-led – an improvement on its last inspection in 2018 when it was rated ‘Good’ overall and ‘Outstanding’ for being caring.
The CQC praised the Home Instead franchise in its report for its “personalised approach”, particularly in matching caregivers to clients based on similar interests, ensuring that a meaningful relationship develops.
One client’s relative commented on how the caregiver has become a part of the family, saying: “I always feel she is our daughter. They are not in a hurry to dash off somewhere else.”
Another relative stressed how crucial Home Instead has been during the pandemic, commenting: “It has been a blessing for me as I can’t visit at the moment because he’s vulnerable and I am too. I could not have put him in better hands. It has been wonderful.”
The CQC also credited Home Instead Sutton’s employee engagement and cited its low staff turnover rate. One employee commented: “The great thing about working for Home Instead is to be recognised for my strengths and be encouraged to use my skills every day.”
Commenting on the achievement, Tony Ward, owner of Home Instead Sutton, said: “To receive a CQC outstanding is an honour, and a credit to our hard working team of caregivers. And to be the first home care company in the London Borough of Sutton to be awarded that accolade is the cherry on top.”
“For 11 years we have made a positive difference to the lives of seniors across the area. I can identify with some of the challenges of reaching your later years, and I appreciate as well as anyone the benefits of keeping your independence and receiving care from home.”
Home Instead Sutton was inspected virtually as part of a pilot which is looking into new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the pandemic.
The inspection considered the key questions of safe and well-led, for which the service was rated ‘Good’ and ‘Outstanding’ respectively.
Only parts of the effective, caring and responsive key questions were considered, and therefore the ratings for these key questions are those awarded at the last inspection.