Operated by Agracare Limited

Home Instead Romford

OutstandingRated 9 Apr 2021Home care · Romford

CQC Key Questions

Safe

Good

People are protected from abuse and avoidable harm.

Effective

Good

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Outstanding

Services are tailored to people's needs.

Well-led

Outstanding

Leadership and culture support quality care.

What inspectors found

30 findings

Note25 Apr 2023
Respecting and promoting people's privacy, dignity and independence
Note25 Apr 2023
Supporting people to express their views and be involved in making decisions about their care
Note25 Apr 2023
Ensuring people are well treated and supported; respecting equality and diversity

Note25 Apr 2023
Ensuring consent to care and treatment in line with law and guidance
Note25 Apr 2023
Staff working with other agencies to provide consistent, effective, timely care
Note25 Apr 2023
Supporting people to eat and drink enough to maintain a balanced diet
Note25 Apr 2023
Staff support: induction, training, skills and experience
Note25 Apr 2023
Assessing people's needs and choices; delivering care in line with standards, guidance and the law

Note25 Apr 2023
Registered manager and director personally visible and accessible, including during weekends and public holidays
Note25 Apr 2023
Medicines managed safely with no gaps on MARs and regular audits
Note25 Apr 2023
Effective multi-agency working with health professionals, who praised the service's patient-safety focus
Note25 Apr 2023
Proactive community engagement including Havering Dementia Action Alliance membership and St Francis Hospice fundraising
Note25 Apr 2023
Robust quality assurance including daily audits, six-monthly surveys via independent research company, and quarterly head-office compliance checks

Note25 Apr 2023
End of life care and support
Note25 Apr 2023
Improving care quality in response to complaints or concerns
Note25 Apr 2023
Supporting people to develop and maintain relationships to avoid social isolation
Note25 Apr 2023
Meeting people's communication needs
Note25 Apr 2023
Planning personalised care to ensure people have choice and control and to meet their needs and preferences

Note25 Apr 2023
Learning lessons when things go wrong
Note25 Apr 2023
Preventing and controlling infection
Note25 Apr 2023
Using medicines safely
Note25 Apr 2023
Staffing and recruitment
Note25 Apr 2023
Assessing risk, safety monitoring and management
Note25 Apr 2023
Systems and processes to safeguard people from the risk of abuse

Note25 Apr 2023
Working in partnership with others
Note25 Apr 2023
Continuous learning and improving care
Note25 Apr 2023
Engaging and involving people using the service, the public and staff
Note25 Apr 2023
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
Note25 Apr 2023
How the provider understands and acts on the duty of candour
Note25 Apr 2023
Promoting a positive culture that is person-centred, open, inclusive and empowering