Archived: Home Instead Senior Care

People we spoke with told us that they felt well cared for, safe and very happy with the service they or their relative received. Comments included, 'I am so pleased with service I've recommended them' and 'Consistent staff, always on time". We saw that consent was obtained from service users before they received any treatment or care. People said, 'I was able to ask questions before signing the documents' 'I felt well informed before signing for the contract and care".

A comprehensive care assessment was undertaken that considered people's individual needs and preferences. We saw that care plans were reviewed twice yearly or updated when people's needs changed. People said, 'They visit every six months to review my needs and update the care plan'. Arrangements were in place for the recording of medication administration and staff had received relevant training. Effective recruitment and selection processes were in place and appropriate checks were undertaken before staff began work.

The provider regularly monitored the quality of service provision and staff performance. Daily activity journals completed by care staff were reviewed for quality and accuracy. Satisfaction surveys were conducted with people who received care.

We found that the service had systems in place to ensure they fully involved the individual in the planning of their care and that they followed this up with good quality assurance practices and procedures. We found that there was a clear delegation of duties within the management team, which enabled the care to be co-ordinated, training and supervision for carers to be provided and regular quality checks to be carried out.

Records were kept securely and contained relevant information to do with people's care. This information was shared with individuals who were also provided with opportunities to meet the staff and to provide their views and comments.