Home Instead
York & Ryedale newsletter
elder THE
Outstanding Edition
Team immensely proud of award Our whole team is immensely proud to be recognised by the Care Quality Commission as providing an ‘Outstanding’ rated service to all our clients and their families. We are delighted to be celebrating our 10th anniversary with such a tremendous achievement. Only 3 percent of care providers in England are rated as Outstanding, so we are delighted to be amongst them. We have strived every day to put our clients at the forefront of our service and I am delighted that the CQC have been able to witness the dedication and passion of our CAREGivers for the role they play in enabling all our clients to remain living independently in their own homes. Our team works incredibly hard
to provide a service to our clients that we can all be proud of. It’s thanks to a team commitment to only provide a service that passes “the Mum test” (the way we would like to see our own parents cared for) that we have achieved our Outstanding rating. I have no doubt that our team of CAREGivers, with the support of our office-based team, is the cornerstone of this achievement, but we don’t intend to rest on our laurels. In fact, seeking continuous improvement was one of the many positive attributes of Home Instead identified by the CQC. We are always looking for ways to do things more effectively and provide an even better service to our clients and we have plans to introduce more technology to complement our services.
Achieving Outstanding is a fantastic way to mark our tenth anniversary year and start off our birthday celebrations for 2019. Thanks once again to all of the team who have played a role in this and thank you of course to our clients and their families for trusting us to provide our service in their homes.
choice and to have maximum d te or pp su e er w the People supported them in aff st d an es liv r control of thei and systems ssible; the policies po ay w e iv ct ri st had least re tice. Where people ac pr is th t or pp su in the service presentatives eir relatives or re th r fo h is w a d se were expres sured invitations en er id ov pr e th , to be involved procedure was em. A complaints th e ud cl in to ed extend aff to follow. r guidelines for st in place with clea
e → Wel v i lns
→ Re s p ing o ar
People felt that staff listened to their choices and that they remained in control to self-direct their own care and support when they had the capacity to do so.
ective → C Ef
People and their relatives felt the management and leadership worked exceptionally well to deliver high quality support tailored to their individual requirements.
Safe →
d→ e L
ss developed busine The provider had s t people’s need at strategies which pu d rvice. Strategies ha the heart of this se y ke s ned with CQC’ been carefully alig , fe, Effective, Caring Sa y; ir qu en of es lin ured ell-led. This struct Responsive and W ip creative leadersh a clear vision with ng ki or w collaborative which promoted a service practiced environment. The cts of recruitment, equality in all aspe y. and service deliver staff development st ne ho , ptionally open This promoted exce n atory culture withi and non-discrimin the service. I N F O R M A T I O N
The service had designed a ‘Take Care Guide’ to support families in exploring decisions about care options for their loved ones. This included; local support organisations, relevant contacts and a step by step decision making guide. Information also included; charities providing free transport for shopping and outings, free counselling services and community choir groups. People that had falls were sent the ‘Get up and go’ booklet with checklists for people to consider to prevent the risk of falls. This showed that the provider was proactive in providing people with information which supported them to make informed choices for themselves.
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S U P P O R T
2nd Editio n
Take Care
CAREGivin g Guide
HOME INSTEA D SENI OR CAR E • YO RK & R YEDAL E
Excerpts from the Care Quality Commission report
Home Instead is Outstanding because…
The 2018 survey indicated that 95% of staff agre ed Home Instea d Senior Care is w ell-led, that they live our values and that they would recommen d the services. 97% were proud to work for Home Instead Se nior Care and 92% of clients in dicated that the service was resp onsive to their needs. Actions w ere developed each year from the surveys to continuously im prove the servic e in areas that m attered to people and their ‘CAREG ivers’.
mentia The service had a De the Champion trained by and a scam Alzheimer’s Society Trading champion trained by organisations Standards. Over 50 ng, these had received traini groups, included; community s, carers retirement societie ted living forums and suppor the service groups. In addition, ild at a local had supported a ch eir project on school to develop th delivered dementia which was the school to to other children at s. raise their awarenes
staff The management and d an team had a positive inclusive culture. They listened to people and ve a empowered them to ha eir th of voice in all aspects of the care and the running in d service. This resulte mely high quality and extre d an person-centred care support where people they self-directed the care wished to receive.
Staff understood the importance of promoting the utmost dignity and respect to people. Staff took the time to ensure people’s experience of care and support was enhanced at every opportunity.
eated people Staff told us they tr ember of their as if they were a m ed about the own family and talk ‘Mum test.’
Excerpts from the Care Quality Commission report
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“They seem to find lovely d and staff – they are really kin exceeded genuinely caring, that’s “They are our expectations” and, n’t speak absolutely fantastic, I ca highly enough of them.”
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“They make my family happy, to know someon e is coming to help me. They make sure I am safe and comfortable”.
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“As (client) needs more support I will be extending the hours with Home Instead to suit us. They give me the confidence to make that kind of decision, rather than choosing to look at care homes.”
Staff told us, “The management and leadership is very good. I think they are supportive and I can approach and contact them whenever I need to. They listen and act upon any information I give them.”
Home Instead Senior Care 10 Clifton Moor Business Village James Nicolson Link, Clifton Moor York YO30 4XG Telephone: 01904 690884 Email: info@hiscyork.co.uk Web: www.homeinstead.co.uk/york
“Thanks again for all the support and help you are giving us. You’re like an extension to the family!!!”, “Thanks to all carers, they are amazing and go above and beyond,” “Thank you from the bottom of my heart.”
Quotes from our Clients and CAREGivers
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Relatives told us, “(Client) needs to see the same person and describes her CAREGiver as her third daughter” and, “It’s the way staff present themselves, we see them as a friend.”
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“Whenever I talk to staff they say such a lovely service to work for. I think it’s indicative of the service, staff feel valued and so provide an excellent service.”
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One person said, “Yes, they are very capable and consistent.” A relative told us, “They are great. They give a service that I’ve not seen anywhere else. They work with us.”
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One member of staff advised, “The main ethos behind everything at Home Instead is that we deliver person-centred care. We adapt to accommodate every person.”
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Safe ■ Effective ■ Caring ■ Responsive ■ Well-Led “Each Home Instead Senior Care® franchise office is independently owned and operated.”