‘Empowering’ team in Wandsworth is Outstanding

The team at Home Instead Wandsworth, Lambeth and Dulwich have been praised by the Care Quality Commission for providing an ‘empowering’ care service.

They have been rated as Outstanding in their recent CQC inspection, something which only 3% of home providers achieve.

Owned and managed by Tony O’Flaherty, the team has improved its inspection rating from ‘Good’ to ‘Outstanding’ reflecting the service culture of person-centred care. The report acknowledged that people were truly respected and valued as individuals and ‘empowered as partners’ in their care.

Speaking of the Outstanding rating, Tony said: “We are so pleased to have received an Outstanding rating from the CQC. The feedback from families of how respectful our CAREGivers are and how they go above and beyond to continue to enable people to remain independent in their own homes is wonderful.”

Going the extra mile

Throughout the report, inspectors shared examples of how the team went the extra mile for their clients. A particularly notable success story was when a client had resisted attempts by her family to go out of the house and socialise but with the encouragement of the CAREGiver had regained the confidence and independence to start going to a dementia café.

A relative said, “Having my mother attend the Home Instead Wellbeing Café, a community initiative run and funded by Tony, earlier this year was probably the best thing she did.  She interacted with other people who, like herself, find life very isolated and lonely. Although she didn’t want to go at first, once her barriers came down, she started chatting to people, telling them all about her past life, dancing and needlework.”

One health professional praised the service in the report and said: “Home Instead is an integral part of the wider landscape of health and social care services, not only providing support to people in their own homes but seriously improving provision for people in the community. This meshes greatly with broader work around social prescribing and encouraging independence.”

Getting out of her comfort zone

Another relative commented: “The Home Instead café at Balham was an absolute treat for my family member, made possible by being accompanied by care staff who encouraged her along the way and didn’t just allow her to wallow at home stuck indoors. The fact that playing table tennis was really good fun, was so out of her comfort zone and gave her such an impressionable memory allowed us to laugh and recollect with her when so much of the rest of her world was closing in on itself.”

The CQC report also highlighted how Home Instead Wandsworth, Lambeth and Dulwich worked to promote independence with a number of community initiatives including the Lambeth Dementia Action Alliance to improve the health and social care of people living with dementia and their carers.  

Tony added, “Receiving an Outstanding rating shows just how dedicated our team is to looking after everyone’s individual needs, and we will continue our hard work to ensure clients receive the highest quality care to live fulfilling lives. I am incredibly proud that Home Instead Wandsworth has been rated Outstanding, and would like to say thank you to our team for all of their hard work, which I know is also greatly appreciated by all of our clients.”

You can read the full report here.