A Shropshire husband and wife team has become the 17th Home Instead franchise to receive an Outstanding rating, the highest rating possible from the Care Quality Commission (CQC).
Jenny and Jason Warren opened their Telford and Wrekin franchise seven years ago to make a real difference to people’s lives. Feedback received following their CQC inspection would certainly point to the fact that this is exactly what the couple are doing.
Home Instead Telford employs 80 staff locally and provides care for just over 100 clients. The company specialises in providing care for older people which enables them to remain in their own homes, leading an independent life, for as long as possible.
In achieving an Outstanding rating, Home Instead Telford joins a select group as only 2% of home care providers inspected by the CQC nationally have achieved the coveted Outstanding rating.
Speaking about the CQC Inspector’s report, Jenny said: “The service we provide assures the safety and wellbeing of our clients and brings peace of mind to their families and that sentiment shone through in the many lovely comments received as part of our inspection.
“Our service caters for our clients’ social as well as their physical needs and this aspect also received positive comments. We talk about our care passing the mum test – and our question is always: Is the care of a standard that would be good enough for our own mums? I know that the answer to that is a ‘yes’.”
As part of the CQC inspection process, inspectors interview the company’s office team, their CAREGivers and clients as well as client’s relatives and also local healthcare professionals in order to gain an accurate insight into the company’s working methods, ethos and performance.
In summing up the caring nature of the business, the inspectors wrote: ‘People received care and support that was delivered in a kind and compassionate way. CAREGivers supported people over and above what was required of them because they genuinely cared about the people they supported.’
The company’s elderly clients and their families are enthusiastic about the service they receive. One client told the inspectors: “They are all very good to me. They are lovely. They keep me independent, I would recommend them.” Another said, “They are brilliant. They provide everything that I need and more.”
Relatives were equally complimentary, with comments such as: “They do over and above what’s expected. I can’t thank them enough.” Another commented: “They are absolutely marvellous. They are friends not carers. They make time to talk to relatives. They always listen and support me too.”
Jenny says she feels quite emotional when reading the report: “The way we go about delivering care is quite unique and it has taken time to educate people locally about the service we offer. For example, clients are matched to CAREGivers based on shared interests and care visits are of a minimum one hour in duration.”
“The Outstanding rating and the many lovely comments received from our clients and staff confirm that our approach is valued. We employ some amazing CAREGivers who are caring and compassionate and go out of their way to improve their clients’ lives.
“It’s exactly how we envisaged the service being. We are truly putting the care back into caring and I am delighted that this has been recognised by CQC.”
Speaking about the ongoing benefits that being a Home Instead Senior Care franchisee brings, Jenny adds: “Being part of a global franchise network has huge advantages. We are able to draw on a wealth of knowledge and expertise from across the world and that gives the brand a collective strength that is hard to beat.
“And, whilst we benefit from this knowledge and the enormous amount of support and specialist programmes which are available to us, at a local level we are able to be fully focused on what needs doing day to day. We have the best of both worlds. I guess we think globally but act locally and that’s a great position to be in as a care provider.”
Part of a national network of over 190 offices, the company’s innovative care model was recognised last year when it was awarded a Queen’s Award for Enterprise.
Home Instead Senior Care has 120 territories available across the UK and well as 7 territory resales. Visit https://www.homeinstead.co.uk/franchise/our-territories/