London domiciliary care service rated ‘Outstanding’ by CQC

Home Instead Senior Care, Wandsworth, Lambeth and Dulwich, has been rated Outstanding for being caring and well-led. The previous rating published in May 2017 was Good.

Care Quality Commission said the service, which provides personal care to people living in their own homes, was exceptional at promoting people’s independence so they could continue to enjoy their lives.

One relative said: “In the evening my family member helps to prepare meals. That’s what the family wants. The carer has taught my family member to do this over time and to cook more efficiently. It is beyond their job description.”

Another relative gave an example of how their loved one had resisted the family’s attempts to go out of the house and to socialise but with the help of a carer had reignited the confidence and independence to start going to a dementia café. They said: “We noticed how visiting the club had seemed to life their mood and raised her self-esteem, giving her the confidence to venture out where before she would not. The family are delighted with Home Instead’s efforts to help in this way.”

CQC also found that the provider was a strong advocate for people and supported them to access external services that would be of help to them, this went beyond signposting people to other agencies. For example, the service had registered with Thames Water so people using the service would get priority support in the case of a loss of service.

One health professional said: “The director was passionate about community engagement and was a major advocate in promoting and raising awareness about dementia in the community. He said:  "It's very important for us to be engaged within the community.”

Alison Murray, Head of Inspection for Adult Social Care in London said: “Home Instead Senior Care, Wandsworth, Lambeth and Dulwich, has continued to improve. At CQC’s last inspection it was rated Good overall and now it is Outstanding, a tribute to the hard work of management and staff.

“I was particularly impressed with the setting up and funding of a dementia café in Lambeth in partnership with Age UK Lambeth and the Alzheimer’s Society.”

The CQC Outstanding team from Home Instead Wandsworth

Main photo: In front of the car: Lorna Simmons, Mandy Battersby, Nicole Pointing, Vedah Hoon, Tony O’Flaherty