We carried out a review of the data available to us about Home Instead Romford on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Home Instead Romford, you can give feedback on this service.
Home Instead is a domiciliary care agency providing personal care to adults in their own homes. Not everyone who used the service received the regulated activity of personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of this inspection, the service was providing personal care to 16 people.
People’s experience of using this service and what we found
People and their relatives benefitted from an exceptionally caring staff team and were supported by a dedicated staff team which meant they experienced continuity of care. People were involved in making decisions about their care and where necessary staff used different ways to communicate with people to help them make decisions and participate in their care.
People told us they felt safe and comfortable in the company of the staff who knew them well and were kind and caring. The feedback from people was overwhelmingly positive and demonstrated that a caring and empowering culture was well embedded across the organisation. Staff knew people they were supporting very well including their preferences, which helped to ensure a high level of personalised care was delivered.
There was an emphasis on respecting people's diverse needs, and those associated with communication. The provider had a system that considered careful matching of the staff with people they supported taking their mutual interests and individual personalities into account to make sure that appropriate and caring relationship can be built between care workers and people using the service
The caring approach was also visible in the way the provider supported their staff. There was an emphasis on recognising their achievements, contribution to the service, motivating them and empowering them. Staff were extremely complimentary about the provider and the feedback received showed the provider's aim to establish an open and inclusive culture that put people first was being achieved.
People were supported by regular staff who were safely recruited and who had the relevant training and qualifications to safely support them. There were sufficient staff to meet people’s needs and ensure no care calls were missed.
Staff understood how to protect and safeguard people. Risks to people were assessed and mitigated, which reduced the risk of harm.
People's needs were assessed prior to the commencement of the service. The assessment included people's health, physical and emotional as well as communication needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible, and in their best interests; the policies and systems in the service supported this practice.
Where people required support with their personal care, health, dietary and with their medicines, this was carried out safely. Staff were provided with personal protective equipment (PPE) to protect people from the risks of cross infection.
Systems to monitor the quality and safety of the service were in place. Staff reported having a positive relationship with the provider and felt communication was effective. Quality monitoring systems allowed for the effective monitoring of the service by the provider.
The service was led by two directors who were also the owners of the company. Staff demonstrated a strong level of engagement, a real sense of pride of working for Home Instead and there was a high level of staff satisfaction. The provider had an ambition to be innovative and put people at the centre of the service delivery. They welcomed any form of external and internal auditing and feedback received was treated as an opportunity to reflect and further improve the
quality of the service for people.
The team at Home Instead has worked well with various local health and social professionals. They were very complimentary about the service and the care the team provided to people.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 25 November 2019 and this is the first inspection.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.