The Care Quality Commission (CQC) has released its State of Care 2014/2015 report - the first to include data from its ‘Ofsted style’ inspection process and praise for the outstanding work of our West Lancashire and Chorley office.
One of the first three ‘Outstanding’ ratings
In January this year, our West Lancashire and Chorley branch was one of the first three adult social care services in England to be judged ‘Outstanding’ under the CQC’s new ‘Ofsted style’ approach to inspection and regulation – the highest rating possible.
Based in Ormskirk, the office is run by Gail and Robert Godson. Gail trained as a nurse and went on to gain 30 years’ experience in the health care service, while husband Robert previously worked for the Government modernising public services.
The couple set up their office in 2012 with the aim of delivering care centred on Home Instead’s relationship-led ethos. Our care visits last a minimum of one hour, to give time to deliver quality care to clients and for our clients and CAREGivers to build lasting relationships in turn.
On receiving the rating, Gail described why she believes they achieved it: “Compassion and empathy are the key qualities we look for when we recruit CAREGivers. These attributes are what make for outstanding care standards on a day-to-day basis.”
The report recognises the overall high quality of care in the UK and points to the West Lancashire and Chorley office’s success. It shows that it is in the 1% of adult social care services rated Outstanding since the inspections began.
According to the report, leadership and culture are key to their success, a sentiment echoed by Gail who likes to lead from the front:
“CQC inspectors singled out our approach to induction and training for praise. I’m particularly passionate about the delivery of personal care. This is one of the most intimate parts of a CAREGiver’s role and it’s essential to undergo thorough training to understand how to correctly wash and dry and move and handle adults and older people to maintain their respect and dignity. That’s a fundamental standard of care that I was passionate about ensuring, so much so, now I deliver induction training to our new CAREGivers.”
The CQC report states that the managers at West Lancashire and Chorley explained clearly to inspectors how they hold true to the Home Instead principles of kindness, respect, dignity and compassion in all that they do. This culture was instilled in the staff too and CQC inspectors saw this for themselves.
“Personal touches reflected this,” the report adds. “One care worker told a CQC inspector how she ordered books by a particular poet from a library because she was aware that someone in her care told her she loved the writer. Staff were highly motivated and proud of their service, and there were strong links with external organisations and the local community.”
The report continues by highlighting the words of an employee, who told the CQC inspector that Home Instead was special because it focused on the little things that matter most, like spending time with people and offering companionship. One person cared for by West Lancashire and Chorley summed up their experience, saying “I think it’s more than just a job to them.”
Home Instead CEO Trevor Brocklebank says: “I’m tremendously proud to see Home Instead West Lancashire and Chorley praised in the CQC State of Care report. Their Outstanding rating is a testament to our relationship-led care model, which centres upon a person focussed not task based approach that sits at the heart of what we do.”