Home Instead Brentwood, Billericay & Upminster

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

People say the service is well led. There is a positive culture that is open and inclusive. There is a strong organisational commitment to providing excellent care and support. There is clear and effective governance arrangements in place.

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

The provider continued to have an exceptionally positive, open and inclusive culture at the service. The vision and values of the service continued to reflect the passion, commitment and integrity of the management and staff team. Staff were regularly kept up to date with local and national guidance and information through staff meetings, via email on the service’s digital platform and through supervisions and appraisals. The registered managers were extremely proud of their culturally diverse staff team, for example, several members of staff over retirement age were employed at the service. The service had created innovate ways of matching staff to people wherever possible to deliver support in the way people wished. A ‘This is Me folder’ had been created for each person and the management team used this tool to match people to carers. For example, a staff member was matched to a person who had personal experience of understanding a person’s disability and individual needs. This enabled them to continue with outings and their chosen activities. Community inclusion played an integral part within the service, and they had continued with their development to expand on their strong community links. The provider was involved with a number of community projects. They had recently become a trustee of the Community Voluntary Service, Chairperson of Brentwood Ageing Well and trained volunteers for Brentwood dementia friendly community. Feedback from people, relatives and external professionals regarding the service’s contribution to the local community and going the extra mile were very positive. Comments included, “The company and carers are a great support to me and they go over and above with kindness and genuine care that suits my loved ones needs" and, "Their work is invaluable and trusted in the local community. Home Instead helps people stay independent for as long as possible and I cannot recommend Home Instead highly enough."

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The providers governance systems and processes were well embedded into the running of the service. The provider had created a strong framework of accountability to monitor performance and risk leading to the delivery of demonstrable quality improvements to the service. Leaders and managers were very clear regarding their roles and responsibilities and spoke with pride when explaining the importance of their roles and the impact this has on people using the service. Performance management processes were effective, reviewed regularly, and reflected best practice. Leaders and managers provided feedback to staff and there was clear evidence that this led to improvements and positive learning outcomes. There was a range of oversight, quality monitoring and auditing in place. This included detailed spot checks of staff performance, supervision, team meetings and appraisals. The provider ensured they provided consistent high levels of constructive engagement with staff and people using the service including all equality groups. The provider enabled people’s voices to be heard and in turn used these as part of their quality monitoring processes, these included people, relative and staff surveys, professional feedback, client feedback forms on the App, weekly staff check in calls to ensure people their relatives and staff views of the service were listened to. People and their relatives were extremely positive when providing feedback regarding their experiences of using the service. Comments included, “It’s well run, well organised and very precise and I would speak to [Name of staff] or [Name of staff]”, “I feel that the service runs well and have no complaints and communication is good, 10 out of 10 I would say” and, “The manager communicates well and the App system they use allows me to review the care [family member] receives on a daily basis, the service provision is 110%.”

Staff we spoke to were extremely positive about the leadership of the service, one staff member said, “We are a team, the best thing about working here is we are like a family, everyone is supportive, we never feel alone.” Another staff member said, “I have been a carer for many years, this is the best company I have worked for. The managers always have time for you, I feel so valued, and they always let you know if clients give feedback. It’s lovely to receive positive feedback.” The registered manager told us they were extremely proud of achieving a 5 star staff feedback award based on feedback and training programmes within the service. They said, “This was a boost for the team, we treat the care pro the same as our clients. If you look after staff well, they look after your clients.”

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.