Home Instead West Norfolk achieves highest CQC rating

Home Instead Senior Care West Norfolk is celebrating after being rated as Outstanding by the Care Quality Commission (CQC). The in-home care company, owned by caring couple Tom and Laura McEwan, provides companionship and personal care to people in their own homes across Kings Lynn, Hunstanton, Downham Market, and surrounding towns and villages. 

The CQC inspectors rated Home Instead as Outstanding in the categories of responsive and well-led and Good in the categories of safe, effective and caring. This places the West Norfolk office in the top three per cent of all adult social care providers in England.

Building strong relationships

At Home Instead, CAREGivers are matched to each person to help build strong relationships and provide continuity of care. In the inspection report, one client said, “I have the support in place so my family can stop worrying. The carers are very good, they are able to anticipate my needs, they will do anything for me personally – we get on very well.”

A CAREGiver told inspectors, “You can give people quality time without being distracted,” whilst another CAREGiver said, “You can build up a rapport with our clients and gain their trust.”

Inspectors also found that Home Instead was ‘exceptionally well led because it invested in its staff and in the community’ and that the company was ‘consistent, inclusive and reliable.’ 

This year, the office launched a strategy to create a dementia friendly town, working with the Mayor, the NHS Clinical Commissioning Group and other businesses in order to raise awareness of the prevalence and impact of living with dementia.

They have also developed resource guides, gave talks and delivered training sessions to members of the local community, and even held an information roadshow with over 40 stands which was designed to help make Kings Lynn more inclusive. 

Positive feedback pays off

As part of the inspection, the CQC also spoke to external health care professionals, and feedback was exceptionally positive. Once health care professional told inspectors, “They have a person-centred approach, are dynamic and work in partnership with the whole family. They are good at what they do.” 

The report also highlighted how Home Instead excels in communicating with clients and family members. CAREGivers are aware of every family’s communication needs and keeps them up to date with photos, messages and notes on a special online app. 

Home Instead West Norfolk is owned by Jeannette McEwan and her son Tom and his wife Laura. Laura commented, “We are delighted with the outcome of the CQC report and the feedback we received from the inspectors both during the inspection and as part of the report.

"The inspection was a real celebration of everything we collectively work so hard on every day. It is hugely gratifying for us that we have been recognised so positively and we would like to thank our amazing staff for making Home Instead so wonderful and we look forward to building on this success in the months and years to come."

The report is available to read on the CQC website.