Archived: Home Instead Senior Care Also known as Silver Lining Care Services Limited t/a Home Instead Senior Care

People and relatives told us that the agency provided 'exceptional care, way above what was expected' and 'they go above and beyond'.

Many comments about the care staff included the words 'brilliant' and 'excellent'. Other comments included "girls are good', 'girls are fantastic', 'they always leave X smiling' and 'nothing seems too much trouble for them ' I never feel rushed'. The agency provided the same staff to people which gave continuity of care.

Care and support was personalised and took into account individual preferences and choice. People told the agency what they wanted from the service.

Staff were well trained and supported to do their jobs properly. Comments included 'love it here', 'lots of training' and 'feel supported'. One person told us 'help polish their (staff) halos ' they work together'.

We found that the agency kept comprehensive records in the home and office ' both written and electronic. This included those relating to care, recruitment, complaints, training and quality assurance. This meant there was good communication across the staff team and a robust system in place to highlight any concerns or areas that needed addressing, ensuring that people were safe. Some of the care records required more information in them to provide consistency in care practice.

We spoke with six people and their families, all of whom were complimentary. One person told us they thought the service was 'the Rolls Royce of agencies'. Another person said the staff were 'excellent and always on time'.

Staff we spoke with told us they felt supported by the agency and received good training.

Staff were knowledegable about keeping people safe. People and their families told us they felt safe and confident to talk to staff or managers if they had any concerns.