Operated by Abercare Limited

Home Instead Senior Care

OutstandingRated 21/04/2018Home care · Croydon

CQC Key Questions

Safe

Good

People are protected from abuse and avoidable harm.

Effective

Good

Care achieves good outcomes and quality of life.

Caring

Outstanding

Staff treat people with compassion, dignity, respect.

Responsive

Outstanding

Services are tailored to people's needs.

Well-led

Good

Leadership and culture support quality care.

What inspectors found

30 findings

Note30 Oct 2021
Independence actively promoted; privacy, dignity and respect maintained at all times
Note30 Oct 2021
People had full choice in care, including choice of staff member and visit timing
Note30 Oct 2021
Staff and management routinely went beyond expected duties to support people and families
Note30 Oct 2021
Expert matching of staff and people based on personality, culture, language and shared interests
Note30 Oct 2021
Exceptional kindness, compassion, dignity and respect reported unanimously by people and relatives

Note30 Oct 2021
Day-to-day health needs supported; staff accompany people to healthcare appointments where appropriate
Note30 Oct 2021
People's food, drink and dietary/cultural preferences recorded and met
Note30 Oct 2021
Mental Capacity Act assessments carried out appropriately; best interests decisions made with relatives
Note30 Oct 2021
Ongoing training, supervision twice yearly, annual appraisal, touchpoint days and spot-check observations
Note30 Oct 2021
Four-day induction including Care Certificate, ageing process training and shadowing

Note30 Oct 2021
Cultural and dietary needs proactively met, including matching staff who could prepare culturally appropriate food.
Note30 Oct 2021
Highly experienced and hands-on management team with open, transparent communication with people, relatives and staff.
Note30 Oct 2021
Strong quality assurance: spot checks, observations, monthly medicines audits, annual franchise audit, and regular management home visits.

Note30 Oct 2021
Complaints procedure in place; no complaints received in past year; multiple compliments received
Note30 Oct 2021
End of life care support provided; staff trained and care plans document end-of-life wishes
Note30 Oct 2021
Electronic monitoring ensures punctual care; staff supported to understand individual needs before starting
Note30 Oct 2021
Personalised, regularly reviewed care plans developed with people and relatives
Note30 Oct 2021
Key community role via CDAA; dementia awareness training delivered across the local community
Note30 Oct 2021

Note30 Oct 2021
Sufficient staffing levels; office staff trained to provide emergency cover
Note30 Oct 2021
Robust recruitment checks including criminal records, references and right to work
Note30 Oct 2021
Medicines managed safely with monthly audits, annual training and competency assessments
Note30 Oct 2021
Risk identification, assessment and management plans in place; staff briefed before commencing care
Note30 Oct 2021
Safeguarding systems and whistleblowing line in place; staff trained in safeguarding responsibilities

Note30 Oct 2021
Partnership working with NHS, pharmacists, local charities and community organisations
Note30 Oct 2021
Robust quality assurance: audits, spot checks, observations, accident/incident trend analysis
Note30 Oct 2021
Staff feel valued, supported and well-connected; regular team meetings and wellbeing check-ins
Note30 Oct 2021
Open communication with people, relatives and staff; accessible on-call system
Note30 Oct 2021
Experienced, hands-on management team with clear ethos of compassionate, high-quality care