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Home Instead Rugby

Overall: Outstanding read more about inspection ratings

Snapethorpe House, Rugby Road, Lutterworth, LE17 4HN (01455) 247100

Provided and run by:
SDS CARE Limited

Latest inspection summary

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Background to this inspection

Updated 14 March 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection was carried out by one inspector, an assistant inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. In this instance their area of expertise was caring and supporting a family member living with dementia.

Service and service type:

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

Not everyone using the service 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.

The provider was also the manager registered with the Care Quality Commission. This means they are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

We gave the service 48 hours’ notice of the inspection visit because we needed to ensure there was someone available to facilitate the inspection and to inform the people using the service of the inspection.

Inspection site visit activity started on 18 January and ended on 24 January 2019. We visited the office location on 18 and 21 January to see the provider and office staff; and to review care records and policies and procedures. We visited people and contacted people and staff via telephone on 21,22,23 and 24 January. We also contacted other social care agencies who worked with the service.

What we did:

Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. The provider returned the PIR and we took this into account when we made judgements in this report. We reviewed other information that we held about the service such as notifications. These are events that happen in the service that the provider is required to tell us about. We also sent out questionnaires to people using the service and to staff to gather their feedback and considered the last inspection report.

During the inspection, we spoke with 11 people who used the service and eight relatives. We also had discussions with 13 members of staff that included eight care givers, the care scheduler, the training officer, the HR and compliance officer, the care manager, and the provider.

We looked at the care records of four people who used the service, we undertook a tour of the office premises and observed information on display around the service such as information about safeguarding, training and how to make a complaint. We also examined records in relation to the management of the service such as staff recruitment files, quality assurance checks, staff training and supervision records, safeguarding information and accidents and incident information.

Overall inspection

Outstanding

Updated 14 March 2019

About the service: Home Instead Senior Care Rugby is a domiciliary care service that was providing personal care to 39 people aged 65 and over at the time of the inspection.

People’s experience of using this service:

¿People continued to benefit from an outstanding effective and well-led service providing outstanding care.

¿The feedback from people and their families was overwhelmingly positive with a consistent theme that people felt cared for and this was more than just a job to the staff.

¿People were at the heart of everything. Their packages of care were bespoke and staff went the ‘extra mile’ to ensure people remained safely in their own homes and in control of their lives.

¿People were treated as individuals and were valued and respected. The staff ensured that people’s privacy and dignity was protected and spent time getting to know people.

¿Staff received exceptional training and the provider continually looked at new and innovative training methods to support staff. The staff took part in regular supervision and were valued for their individuality and what they could bring to deliver high quality care.

¿The provider led by example and ensured staff appointed shared their ethos of providing good quality of care, passing the ‘mum test’; is the care given good enough for my relative? They actively sought feedback from people, their families and staff to continually look at ways to improve the service and were receptive to ideas and suggestions. The service had received recognition for their outstanding care.

¿The systems in place to monitor the quality and performance of the service were highly effective and the provider was quick to address any shortfalls identified.

¿People could be assured that they were cared for by a well-motivated staff team who were well managed.

More information in Detailed findings below.

Rating at last inspection: Outstanding (report published 28 July 2016)

Why we inspected: This was a planned inspection based on the rating at the last inspection. At our last inspection we rated the service Outstanding. At this inspection we found the service had remained overall outstanding improving its rating to outstanding in caring in addition to effective and well-led.

Follow up: We will continue to monitor the service through the information we receive until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.