A Perfect score for Home Instead Harborough

Home Instead Market Harborough achieved a perfect score during its recent inspection, something which less than 0.2%* of England’s adult home-care providers have achieved. 

This means the office is just one of just 21 care providers in the whole of England to have achieved the maximum score across all areas of inspection – safe, effective, caring, responsive and well-led.

In the report, the care regulator for England, the Care Quality Commission (CQC), described the company as ‘exceptional’.

Owner of the business, Gail Devereux-Batchelor, is absolutely delighted with the result, which is the second time the company has been rated as Outstanding.

The journey to Home Instead 

Gail set up the business in November 2011. It was initially a labour of love, set up as a response to the difficulty her family faced trying to find suitable care for Gail's terminally ill sister.

Gail recalled: “My sister needed palliative care, but we couldn't find a reliable, high-quality service. It was Christmas time and I remember sitting on the lounge floor with my laptop on Boxing Day, desperate to find an organisation to help – and that’s when I came across Home Instead.

“I was so impressed with their ethos and values I decided to set up my own Home Instead office here in Market Harborough. Out of something very sad came something very positive: we discovered how big a difference we could make to the lives of our clients and their families.

“This business is my sister’s legacy, and that’s a real comfort to me.”

“It’s like having friends popping in to give you a hand”

During the inspection, the CQC spoke to the Home Instead team, to their clients and their families and to local health professionals. It also conducted a thorough check of systems and procedures.

The CQC report includes numerous examples of the company’s exceptional service, and the amazing relationships formed between clients and their CAREGivers. It mentions the many joyful activities at which the CAREGivers excel, including sing-alongs, tricycle rides, friendship lunches and hand massages.

Commenting on their loved-one’s CAREGivers, one relative said, “The carers are tailor made for us, we said what sort of people we would like, they are two real crackers. I couldn’t fault them.”

Another family member said, “They have time to talk, to joke and *person* responds well, they have a sing along.”

Clients also spoke enthusiastically about the care they received, with one saying, “It’s like having friends popping in to give you a hand when you need it most.”

CQC inspectors were full of praise for the support offered by Gail and her staff in the local community, and how they allow older people to thrive through initiatives such as a scam-awareness programme and events that foster for social engagement.

When asked about the inspection, Gail praised her team, saying, “I am so fortunate to have the most amazing people to work with. They all share the Home Instead ethos and this shines through in the report.

“I would like to thank all of our clients and their families for their kind words. A big special thank you goes out to our CAREGivers; without them, we would not be able to deliver our outstanding service.”

You can read the inspection report on the CQC website.