Following their most recent inspection by the Care Quality Commission, the Liverpool Central & North Office of Home Instead Senior Care were awarded the highest possible OUTSTANDING rating.
Inspectors described the service they provide as ‘exceptionally caring’ and said staff ‘showed a genuine interest and a very caring attitude towards the people they supported’.
The report states: “All of the people we spoke with told us staff were very caring and had developed very positive relationships with them.”
One relative quoted in the report said: “From the moment their smiling faces enter my parents’ home they will assist them with their personal care and treat them with respect.”
They were also commended for the training programme provided to staff, which equips them with all the knowledge and skills needed, and the on-going support systems in place.
The report states: “Staff told us they receive a very good level of support from the management; this included regular training and supervision meetings.”
We are absolutely thrilled to be rated Outstanding, and would like to thank our Director of Care, Lindsay Baccino, all of our brilliant staff and especially our wonderful caregivers for making it possible.
Only two per cent of adult social care providers have been rated outstanding since the introduction of CQC’s new Ofsted-style approach to inspection and regulation in 2015. However at Home Instead a fantastic 16.3% of offices have the highest possible Outstanding rating.
Part of a national network of over 195 offices, Home Instead is now firmly established as the leading home care provider for the elderly. Nationally Home Instead holds a Queen’s Award for Enterprise for Innovation in recognition of the company’s innovative care model, which places clients at the heart of the care they receive and includes matching clients to caregivers based on shared interests. Our achievement makes us the 30th Home Instead office nationwide to receive the Outstanding rating.
“ After the sad loss of our dear ***** we feel that we must write a letter of thanks. From our first meeting in your office and your subsequent visit to meet ***** and prepare a care plan, we were confident that we were dealing with a professional and well organised company to the extent that we left her in your care whilst we went on holiday.We have to say that returning from holiday our expectations were exceeded, ***** was much improved over the two weeks having had a regular routine of food and medication reminders. She had no concerns about housework - the washing ironing and cleaning were taken care of by her carers. Over the coming months ***** looked forward to each visit and enjoyed the company and conversation - she became attached to the girls coming to visit twice each day and took a keen interest in their lives. We would like to thank you all once again for all your care and consideration given to ***** and to both of us also. ’’
We are more than happy with the service provided by Home Instead Senior Care, this is predominantly due to the excellent Caregivers Pam and Margaret. We cannot praise them enough, they are equal in commitment, they provide a high standard of care and physical and emotional support to mum and we are both very grateful for that.
Wife of Lydiate Client
Open and honest communication with office staff is excellent and very much appreciated, the general standard of care is very good, the Caregivers are respectful and gentle which we are grateful for. Any occasional issues have been quickly resolved satisfactorily, this is a well considered service which we recommend to others regularly.
Family Member of Aintree Client
I like the facility of being able to raise any concerns by email and getting a response promptly, I also like the daily log completed by the Caregivers, which helps me check on progress when I visit. It gives me peace of mind knowing that my aunt is getting a daily check to make sure she is OK. I would definitely recommend Home Instead Senior Care, in fact I already have.
Chris from Jersey
I engaged Home Instead to care for my disabled brother whilst he was visiting from the United States. As I live overseas myself it was essential that I had the right level of care for him before I could travel back to the UK. My dealings with Home Instead were superb. They were professional, efficient, courteous and most importantly took time to listen to the needs of my brother. Josh, Andrew and the team deserve great credit for the way in which they approach their profession. I would not hesitate to use them again, or recommend them.
Debbie DickinsonSocial Worker Sefton Adult Social Care Aintree Hospital Team
Just wanted to give some positive feedback with regards to Home Instead agency. My colleagues and I have used the agency recently when the Reenablement and other contracted providers have been unable to provide care. Home Instead have responded quickly and flexibly to enable us to discharge patients safely. I worked during the shutdown period and Home Instead communicated any concerns to us without delay. I have dealt mainly with Sue Cornmell (copied in) and have been impressed by her professionalism and the service provided. Sue was happy to meet with a patient and myself on the ward to discuss his complex care needs before agreeing to provide the service. Feedback from service users and carers has also been positive. I felt it important to give this feedback as we often focus on the less positive experiences with care providers and do not always recognise good practice. I would not hesitate to use Home Instead in the future.
Joy (Liverpool Client)
She really is a wonderful person I'm so pleased with her We get on extremely well I look forward to her coming She works hard then we have a cup of tea when all the jobs are done I really appreciate the service that Home Instead gives it helps me enormously
Amanda (Daughter of Lydiate Client)
We are all very happy with the service. The Caregiver matched with my parents has fitted in so well. It comes across as very professional and a very well run company.
It is very good. It's special care that you're getting. I have some spare money so I spend it on myself! When you weigh it up for the services you are getting I can't fault it. I'm never going in a home. I couldn't stand that.
Mr G. (Litherland)
I am a client of Home Instead and came to them through what has been a tortuous route that has included employing other care agencies and directly employing my own PA. Home Instead operate with a different set of values and attitude. No longer am I rushed to complete my personal care within an unrealistic time frame with a carer who is not fully briefed or trained to meet my requirements. No longer do I have to worry about the complexities of employing an individual and being at their mercy for sickness, holidays or a need to leave early to pick up the kids. From the outset Home Instead took time to fully understand my situation including the family requirements. Trouble was gone to to not just to find a person to complete a task but to find a character to match my profile. The extra mile that Home Instead have gone to have given me back my independence and self worth and for this I could not recommend them more highly to you.