The Care Quality Commission
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Home Instead

Overall: Outstanding read more about inspection ratings

4 Moulton Park Office Village, Scirocco Close, Northampton, NN3 6AP (01604) 211190

Provided and run by:
R & JW Care Ltd

All Inspections

14 November 2017

During a routine inspection

Home Instead Senior Care Northampton is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults.

Not everyone using Home Instead Senior Care Northampton receives regulated activity; the Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of our inspection, 55 people were receiving personal care.

This inspection took place on the 14,15,16,17, 20 and 21 November 2017. We had previously inspected this service in December 2015, at that inspection the services was rated ‘Good’. We found that at this inspection the service had remained ‘Good’ but that there were areas which we saw continued improvement and have rated the service overall as ‘Outstanding.’

There was a registered manager. A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service demonstrated an excellent commitment to providing outstanding care, which put people at the heart of everything. The provider and registered manager led the staff to deliver person centered care, which had achieved consistently outstanding outcomes for people. People were at the heart of everything

Staff continuously went the ‘extra mile’ to ensure that people remained living in the comfort of their own home. They respected people’s individuality and empowered people to express their wishes and make choices for themselves. Positive therapeutic relationships had been developed and staff were proud of the support that they had provided to people and the positive outcomes they had observed.

There was a very effective system of quality assurance led by the provider and registered manager that ensured people consistently received exceptional care and support. The people receiving care from Home Instead Senior Care Northampton had an enhanced sense of well-being and quality of life because staff worked innovatively to enable people to have meaningful experiences and not to feel isolated and alone.

Staff knew their responsibilities as defined by the Mental Capacity Act 2005 (MCA 2005). The provider was aware of how to make referrals to the Court of Protection if people lacked capacity to consent to aspects of their care and support and were being deprived of their liberty.

Staff demonstrated the provider's values of offering person centred care that respected people as individuals in all of their interactions with people. People and their relatives consistently told us that the service provided exceptional care to people. People could be assured that they would be supported by sufficient numbers of staff who they knew. Records showed that people received consistent care in the way they needed to maintain their safety.

People's health and well-being was monitored by staff and they were supported to access health professionals in a timely manner when they needed to. People were supported to have sufficient amounts to eat and drink to maintain a balanced diet. People experienced caring relationships with staff and good interaction was evident.

Staff understood their responsibilities to safeguard people and knew how to respond if they had any concerns. Care plans contained risk assessments which gave detailed instructions to staff as to how to mitigate risks; these enabled and empowered people to live as independent a life as possible safely.

There were appropriate recruitment processes in place and people felt safe in their homes. Staff were supported through regular supervisions and undertook training which helped them to understand the needs of the people they were supporting.

The provider was not only committed to providing the most trusted and respected home care service in Northampton but also to work alongside other agencies to ‘change the Face of Ageing’.

5, 6 and 11 November 2015

During a routine inspection

This domiciliary care inspection took place over two and a half days on 5, 6 and 11 November 2015.

HomeInstead Senior Care Northampton is a domiciliary care agency that provides care and support to adults that live at home, predominantly in and around Northampton.

A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social care Act 2008 and associated regulations about how the service is run.

People were supported in their own homes by trained staff that were able to meet people’s needs safely. There were sufficient numbers of staff employed to meet people’s assessed needs.

People were protected from the risks associated with the recruitment of staff by robust recruitment systems and appropriate training. Risk assessments were in place to reduce and manage the risks to peoples’ health and welfare.

People’s care plans reflected their needs and choices about how they preferred their care and support to be provided. People were encouraged to be involved in the development and review of their care plan.

People were treated with dignity and their right to make choices about how they preferred their care to be provided was respected. Staff were caring, friendly, and responsive to people’s changing needs. People received support from staff that were able to demonstrate that they understood what was required of them to provide people with the care they needed. People had been kept informed in a timely way whenever staff were unavoidably delayed, or when another staff had to be substituted at short notice.

People’s rights were protected. People knew how to raise concerns and complaints. Complaints were appropriately investigated and action was taken to make improvements to the service when this was found to be necessary.

There were systems in place in place to assess and monitor the quality of the service. People’s views about the quality of their service were sought and acted upon.