Feeling like family is key to Outstanding rating

Home Instead Havant, which ‘feels like family’ to both its staff and clients, has been awarded the highest accolade in the care sector.

The Havant office, launched in 2016 by Mark Gettinby, was inspected by the independent care sector regulator, the Care Quality Commission (CQC) in January 2019. The newly published results rate the service as Outstanding and displaying Outstanding characteristics in most areas.

Inspectors discovered a truly happy and caring culture which has been encouraged and nurtured by the whole office team from the very beginning.

In their report, the inspectors were truly impressed with what they found. People told inspectors that the ‘whole ethos and everything about Home Instead is really caring.’ Staff truly believe that they are ‘making a big difference to people’s lives.’

Only three per cent of home care providers inspected by the CQC have been awarded the coveted ‘outstanding’ rating, making this a truly impressive achievement. 

It was highlighted throughout the glowing report how clients are truly respected and treated with compassion, kindness and dignity. A client said that they were ‘spoilt rotten by everybody.’ Another client said that ‘It’s always a pleasure to hear their key in the lock.’ She always thinks, ‘How lovely. It’s always lovely to see them as I live alone.’

Staff told inspectors about the importance of supporting people in a compassionate way. 

One member of staff learnt how to make a client’s favourite family recipes for pheasant pie and rabbit stew which they supported the client to make for their family. 

Helen Brown, care manager, runs regular ‘Feel the Love’ events where CAREGivers and staff meet socially to provide support to each other. One CAREGiver told the inspector, ‘It’s like a second home. If I need anything, I can just ring the office and someone will always be there.’ Another CAREGiver said, ‘Working for this company is a life changer.’

Commenting on the achievement, Mark said, “To be rated outstanding is an achievement we are immensely proud of and are delighted for everyone associated with Home Instead. Our incredible team is 100% client focused and we strive to provide the best care services to our elderly clients and their families.”

Helen added, “We go the extra mile to enable people to live an independent life and support our clients with a variety of activities including painting, shopping, visiting local gardens, going to the local harbour and attending a local lawns club. These activities ensure our clients feel happy and are all part of the person-centred, high quality care that we deliver.”

Debbie Westhead, Interim Chief Inspector, Adult Social Care, said, “I am delighted to be able to congratulate Home Instead for another overall Outstanding rating.

“The quality of care which our inspectors found here was exceptional and I am very pleased that we can celebrate the service’s achievements.

“An outstanding service is the result of a tremendous amount of hard work and I know there is a great level of commitment to making a difference for the people they support. I would like to thank and congratulate everyone involved.”

The CQC report can be viewed here.

Home Instead Havant CAREGiver and elderly client