Home Instead Brentwood, Billericay & Upminster

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People receive personalised and person centred care that meets their needs. The service listens and involves people in their care. Complaints are well managed.

This service scored 96 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives were very complimentary around the personalised care they received and how changes in their or their loved one’s needs were responded to. Comments included, “We have had the care plan reviewed a number of times with changes, they [staff] are very good and we always have a copy. I’m very involved in the care plan meetings and [family member] is there. Although they may not always engage, staff always involve them”, “[Family member] is treated with dignity and respect as they prefer to wash themselves and the staff respect this and bring them bowls of hot water and leave them to wash independently but will assist if required” and, “[Family member] is a very well-trained carer and understands their condition, they have a wonderful way with them." A relative told us how staff were quick to notice a decline in their loved one’s health and how the service was quick to respond following a review of their care needs. This action resulted in more care hours being introduced for an interim period which enabled the person to recover with the additional support in place. They told us, “With the help that was introduced very quickly when needed, it got them back on their feet, so to speak, and they are stronger.” Care plans detailed what the person was able to do independently and what support they might need from staff. Care plans contained a clear picture of peoples' needs and how they wanted them to be met. Care records included information about people's needs, wishes, likes, dislikes, routines, hobbies, and interests. Staff completed daily notes which confirmed people’s preferences and interests had been followed. A care plan recorded, “I put toothpaste on the brush and [person] cleaned their teeth. I put three drops of lavender oil on [person’s] pillow. I spent some time showing [person] photos of horses and countryside views and then played some classical music.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider had robust systems and processes in place to ensure people, their family and staff felt comfortable and confident to raise any concerns or issues. The provider ensured people were able to do this in a range of innovative and accessible ways. For example, use of a telephone relay service, this acts as an intermediary, enabling people with hearing or speech impairments to communicate over the telephone. Of the 3 complaints received in the last 12 month period, each complaint form detailed the complaint, actions taken and outcomes for people. Investigations were comprehensive. People and their relatives told us they felt if they did have to raise anything with the service their concerns would be acted upon and taken seriously. People and relatives feedback was extremely positive, comments included, “There have been no concerns, only praise for the job they do, and I highly recommend them”, “I have no complaints and communication is good, 10 out of 10 I would say” and, “We are very happy with the service and there have been no incidents that cause any concern.” Effective arrangements were in place for gathering people’s and relatives views of the service provided and received. The views of people using the service and those acting on their behalf were at the core of the service's quality monitoring and assurance arrangements. Feedback from professionals was exemplary. Comments included, "People are able to build up trust and a good relationship with staff. They get this with you and your team", "The service consistently demonstrate professionalism and dedication. Their commitment to excellence in caregiving is evident in every interaction and aspect of their operations" and, "The feedback we regularly receive from people who have been under the care of Home Instead is consistently outstanding."

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and relatives told us they had not experienced any discrimination or inequality, nor been treated differently when accessing or receiving support from healthcare professionals and services. Examples of excellence were shared with us and included, “We had an incident a while ago whereby [family member] had fallen and they [staff] called the paramedics and waited with them. They [staff] always phone me if there is a problem, a couple of times they have phoned me because of [family member's] swollen legs. They informed me and then I phoned the doctor” and, "We like that staff will sit and chat with [family member] and that they will do anything for them. For example, if the ironing board is up, staff will do bits of ironing while they are chatting, they are very helpful." People also told us they received individual cards and presents.

The service had a Diversity Champion whose passion was ensuring people received high quality person centred care. Workshops were held at staff meetings around the topic of 'Discrimination, Inclusion and Diversity'. The providers fundamental message is that, ‘The understanding of Diversity and Inclusion is not an 'initiative' or a 'project', it is an ongoing core aim and a core process that Home Instead believes in. In promoting Human Rights within our team, we are able to continue to deliver the person centred care that our clients so readily deserve.’ Care records viewed demonstrated people were supported and able to access a range of healthcare services and professionals where required. Peoples likes and dislikes were comprehensively detailed. For example, a person’s daily routine recorded exactly what they liked to wear and by enabling this for the person they were able to reflect their personality through their choice of clothing in line with their wishes. Their care plan outcomes focused on exactly what the person preferred and wanted. Daily care notes demonstrated examples of how staff were providing person centred care and support to people on a daily basis.

The registered manager provided examples of how the service had supported people to remain at home for as long as possible in line with their wishes and through the persistence of the service seeking additional support from other external healthcare professionals were able to provide continuity of care for people for as long as possible in their own homes.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.