Care Quality Commission (CQC) Accolade


The Care Quality Commission (CQC) the Government regulator of Health & Social Care contacted our Home Instead West Lancashire and Chorley office earlier in the year, their aspiration was to commission the making of a short film based upon Home Instead West Lancashire and Chorley for the CQC to use. Their objective was to capture ‘what an Outstanding (care- in the home) organisation looks like’ for the general public to view and benefit those people with a specific interest in and or who work across adult social care.

Obviously we were delighted to be asked and happy to support the film crew and CQC team, after many hours of behind the scenes work, preparing for the big day to arrive, it was all over in a blink of the eye.  The film is a reflection of the tremendous work that takes place at Home Instead every day and a very special kind of recognition from families who use our services, capturing our local quality values, ethos and consistent approach to care, which in turn reflects the CQC inspection qualities of services being safe, caring, effective, responsive and well led . We recognise we are not perfect and then again we do not know anyone who is! but we continue to try hard on behalf of our clients and staff, learning from both our successes and our mistakes, as part of our continuous improvement program and  the ongoing development of our high quality care service's

We have attached a link to the CQC YouTube account and the CQC web site Web page: http://www.cqc.org.uk/content/case-study-person-centred-responsive-care

YouTube: https://youtu.be/lx_dGCUyYbk

We would also like to take this moment to thank our lovely clients Dorothy Jackson and David Wood and our wonderful CAREGiver Aimee Morley who along with a number of our key office team members, supported the CQC team and film crew on the day.

Gail Co-Owner and Director of Home Instead West Lancashire and Chorley goes on to say “we were particularly pleased to have this opportunity on film to dedicate, recognise and praise the exceptional work undertaken each and every day, by our wonderful CAREGivers and staff.





Excellent PEAQ 2015 Client and Staff survey results will help us going forward, to target and improve our high quality care service and also our ongoing staff support, training and career development.

Thank you, to all our Clients and Staff who kindly took part in this years independently managed survey, your honest and open feedback is very much welcome.



The Chief Inspector of Adult Social Care at the Care Quality Commission (CQC), Andrea Sutcliffe, is today congratulating England’s first three adult social care services which have achieved the highest possible rating in providing safe, high-quality and compassionate care.Published in reports today, CQC has named Prince of Wales House (Ipswich) along with two home care companies – Home Instead Senior Care (West Lancashire and Chorley) and Domiciliary Care East Devon (Exeter) – whose services are judged to be Outstanding.Today’s top ratings follow on from the launch of the regulator’s new style inspections and ratings system in October 2014 to be clear whether residents are receiving services that are safe, caring, effective, responsive and well-led.Since then, 350 adult social care services nationally have so far been awarded a CQC rating. Around 70% of these are rated as Good. Chief Inspector of Adult Social Care at the Care Quality Commission, Andrea Sutcliffe, said: “I am tremendously pleased to be able to congratulate our very first Outstanding adult social care services in England. “Each one has demonstrated that excellent care is being provided by dedicated and committed staff who are passionate about making a difference for the people they support. “The launch of our new approach to inspecting and rating services last October set out clear and important criteria on how providers can demonstrate they are delivering good or better care and effectively tackling any problems. “Through performance ratings, we will continue to celebrate the very best services and shine a spotlight on those providers that fail to do the right thing to help people when it comes to choosing care. “Everyone using adult social care services deserves to experience really great care. I am determined that we use regulation to drive forward rapid improvement and help make the ‘Mum Test’ real.”Care and Support Minister Norman Lamb said: “I am delighted these three care services have been awarded the first ever Outstanding ratings following an inspection - this is testament to the hard work and determination of staff in ensuring a safe and caring environment, where people are treated with dignity and respect. “We’re committed to making sure people get the good care they deserve – these are great examples of how excellent care can be achieved by all care services.” ’’

Ms S.M.

“Since Home Instead, led by Gail, has taken over my auntie’s care she has been treated like a family member rather than just a client. Because of this she has started to participate in life again. Gail's efforts to support my auntie and to encourage her to enjoy life again have kept my auntie from going back to hospital. When my auntie injured her back, Gail came, in her own time, and assessed my auntie in the interim care home, so that my auntie could return home. Gail provided extra care which was flexible and practical assistance from the start. Her knowledge on dementia and as a nurse helped my auntie's recovery and her determination for my auntie to recover at home has paid off with my auntie being settled and happy in her own home. I know if it wasn't for the compassion and passionate care of Gail and her team, my auntie who has mixed dementia ( Alzheimer’s and Vascular) diagnosed three years ago ,would be in a care home, rather than being settled and happy in her own home as she is now”.

Mrs A - Essex

I cannot tell you how grateful we are as a family to have found you and your staff at HomeInstead. Your care and kindness towards us & Mum have been overwhelming. You provided the highest standard of care with a genuine warmth & empathy; you put us at our ease & gave us a sense of knowing Mum was being looked after by your lovely staff. We cannot thank you enough. You’re awesome!!

Rosie Cooper MP & Andrew Gwynne MP (Shadow Health Minister)

"Dear Robert & Gail, Thank you for attending the West Lancashire Care summit, on Thursday 25th July 2013. We really do appreciate you taking the time to get involved and contribute your views.This is an important debate on the future of our health and social care services"."With an ageing population, increasing pressures on services and tightening financial pressures on services we need to find more innovative and effective ways to deliver high quality care services".It is important for us , as the local MP and as a member of the Shadow Health Team , to hear first hand from both service users and those who work in health and social care services about your experiences to help inform our understanding of how to develop a system or Whole - Person Care."    

Ed Pikett - Campaigns Manager, No10 Downing Street.

"The Prime Minster was pleased to read of the excellent work that Home Instead Senior Care is doing in West Lancashire and Ormskirk"."We recognise that dementia is one of the most important issues that we face as a society. That is why on 26th March 2012, the Prime Minister launched his challenge on dementia to improve health and care, create dementia - friendly communities, improve awareness and ensure better research. It is encouraging to see that raising awareness and making communities dementia - friendly are as important to you as they are to him."

Latest Quotes from our CQC Report - June 2013

"They matched her ( my Mum) with someone who had similar life experiences. She has been brilliant and puts things into practice that is in her care plan and sees mum's care as important. I think they have been fantastic and as a family we have peace of mind. Mum's mental health was not good but has improved. They have saved the family from a traumatic experience and transformed mum's life and saved the day". Mrs C The Lake District We spoke to a professional who commissioned the services of the agency about the quality of service delivered. They said, "The providers are really good and enthusiastic about the service they deliver". They are very person centred and understood what I and my client was looking for. I thought they were an older person's service but they are not and they provided appropriate information for my client. My clients said at a meeting last week that they had no complaints and any issues they had were dealt with promptly. The one thing I was impressed with, was their governance arrangements and the level of details they wanted about my clients needs and the arrangements they would put in place to ensure my client was satisfied" Mrs LS Preston

NHS West Lancashire CCG

West Lancashire gets behind National Dementia Awareness Week West Lancashire CCG is supporting free local dementia workshops in support of National Dementia Awareness Week (19–25 May). Being organised by Home Instead, the workshops will provide a forum to discuss dementia, helping people understand the condition and provide various techniques to manage behaviours. A spokesperson for NHS West Lancashire CCG, said: “With an aging population and a predicted increase in the number of people living with dementia, this is a core focus area for the CCG.  However, tackling this and delivering improvements cannot be achieved alone.  We need to work closely with everyone from carers to our healthcare partners, and workshops like this play an integral role.“

Mr DW, Milton Keynes

"I don't know what your care is like, but your customer service is outstanding". (Clients son, who was recently over in Europe and kept in touch on progress with his Mothers rehabilitation and care, via iPhone e-mails with Home Instead).

Rosie Cooper MP

“I am delighted to be supporting Dementia Awareness Week and Home Instead’s awareness campaign. It is fantastic that Home Instead is helping the people of West Lancashire to understand the condition and I fully support their efforts to make Ormskirk one of the UK’s first dementia friendly towns.“I have direct personal experience of losing someone close to me with dementia. The effects on the sufferer and on the family are devastating. Trying to ensure that good quality, appropriate care is provided, whilst coming to terms with the impact of the condition is incredibly hard on everyone involved.“I hope that Home Instead’s free Dementia Educational Workshops will improve people’s understanding of Alzheimer’s disease and other dementias, and I would urge everyone to back Dementia Awareness Week and support Home Instead and the Alzheimer’s Society in their excellent work.” Rosie Cooper MP is a member of the All-Party Parliamentary Group on Dementia that works with various organisations to raise awareness and improve the lives of people with dementia and their carers.

Mr B and Mrs C - Ormskirk

Words are not nearly enough as to what we want to say. We cannot thank you enough for ALL your brilliant care, kindness and love shown towards Mum and us during the time you have been looking after her. The two caregivers J and A are two very special (lassies) as Mum would say. So dedicated, kind, most of all, caring. Mum loved to see them each day, always asking when they were coming. It also gave us great peace of mind that she was happy and cared for by them. They are ‘STARS’. Another massive thank you to you both as well, you should be very proud of Home Instead, your work is exceptional. You have always been there when Mum or us needed you, especially on the day Mum died, Thank you Gail for being there it meant so much to us both. You are both amazing people and if there were medals to be given out we would certainly be giving you one. We hope the business will go from strength to strength. We will miss you. Thankfully I will see you at Choir Gail, we’ve got to have a laugh haven’t we! Robert you can now buy the profiteroles for yourself! Once again THANK YOU for everything. Please keep in touch. Much Love Former Client's Son and Daughter in Law

Mr H, Ormskirk.

"Many, many thanks for all the great care given to Mum over the year, it means so much to us that she feels happy and safe with all the CAREGivers and staff".

Care Quality Commission Inspection Oct 2012

Quotes from the latest CQC Inspection report:"We saw people's needs were regularly reviewed, where people's needs had changed, they were supported to access other health and social professionals for additional support". "My sons health has certainly improved since he's had support from Home Instead, I think it's more than just a job to them". "I was told about Home Instead by a local Pharmacist, The agency I used kept letting me down, from the moment I contacted Home Instead they were accommodating and helpful"." I am impressed by the continuity of excellence Mum receives, everything is thought through". "The most important thing to me is that they listen to me and accept my worry as a carer". "People told us they felt safe in their own home, they had arrangements in place for staff to gain entry and to keep their home secure". "People we spoke to said they were happy with the service they received, they said that they received consistent care, they told us they received support to remain healthy and well". "They have simply transformed Mum's life".  

Mrs B, Mere Brow

My husband had such a fantastic time, all the four CAREGivers were lovely. We are more than happy to provide you or anyone else with a written commendation and we will be telling all our friends about your service.

Mrs S, Ormskirk

We have used other companies, they tended to tell us what we needed, we had very little say and they regularly rushed in and out. Unlike Home Instead, who respect and care about our actual needs, make time and treat us as individuals.

Mrs H, Balsall Common.

I'd like to say a big thank you to the CAREGivers. My sister seemed more content and able to have conversations, it was wonderful. To see her personality still there is a great comfort to the family when we are so far away.

 Mr P, Rainford - Tweeted.

Very impressed by visit from @HomeinsteadWLC who understand how torn you can be between time spent being Carer and rest of life. Loved Ma!

Client H's Family

"Please pass on our thanks to the team for the support and care you are providing. These are difficult times and we really appreciate what you are doing. Once again, a BIG THANK YOU! Kind wishes."

Client C

"We appreciate how you have worked around and scheduled the next few weeks to reduce the number of carers and so reduce the risk, care is being covered wonderfully. Hope everyone is well and can stay well. Your services have never been more appreciated."

Mrs C - Family of a Client

"This is excellent (letter on CAREGiver C-19 Testing). Thanks for keeping us so well informed. Mum receives the most amazing care from Home Instead and the newsletters, briefing us on your approach to Covid, the use of PPE, and now testing give families a great deal of reassurance. I am sure staff feel greatly reassured and protected too. Take care and best regards to all at Home Instead West Lancs and Chorley."

CAREGiver and elderly lady laughing together in the kitchen
Elderly male drinking tea and chatting with CAREgiver