Outstanding ‘Service with a smile’ in South Lakes

Home Instead South Lakes has been awarded a top industry accolade just 14 months after launching.

Independent regulatory body, the Care Quality Commission, (CQC) rated the company, run by husband and wife team Will and Judy Clay, as ‘Outstanding.’ The report described how ‘CAREGivers supported people to live their chosen lifestyles, treating them with dignity and respect and giving them emotional as well as personal support to improve the quality of their lives.’

CQC inspectors interviewed clients, client families and the team before making their assessment, learning about the uniquely comprehensive level of care and companionship provided by Home Instead. One client is quoted in the report as saying, “It’s a really excellent service, truly decent people who want to help you, not just turn up and dash off.” Another said simply, “Service with a smile, always.”  

Only three percent of home care companies in the country are currently rated as outstanding by the CQC, making it all the more impressive that Home Instead received the award on its first inspection. Numerous anecdotes throughout the report illustrate what made Home Instead stand out to inspectors. 

Inspectors observed that ‘relatives frequently commented on the flexibility, quick response and excellent communication within the service at all levels.’ The family member of a client is quoted as saying “Nothing was too much trouble for the office staff or CAREGivers.”

It was noted that ‘CAREGivers displayed enthusiasm about empowering and supporting clients to find ways for them to achieve their personal goals, no matter how small these may seem to others. For example, going on shopping trips, having lunch out, going to their own hairdresser and rediscovering skills they used to enjoy but no longer feel able to do.’ In just one example of this ‘a person with dementia was supported by CAREGivers to make Christmas cakes and visit friends to deliver them, as they had always done.’

In another example, they heard of ‘CAREGivers who worked extra time to be with their clients who would be alone on Christmas Day to help make it a special day.

“I am absolutely delighted with the rating and the stories and comments captured in the report make it all the more special,” said Judy. “To have received such overwhelmingly positive feedback on our first ever CQC inspection is very encouraging.

“The inspectors acknowledged our close links with other local support organisations helping older people in the wider community. One of the initiatives we have organised alongside Cumbria police is our free fraud and scam awareness workshops which we hold across South Lakes.

“Will and I are proud of our team and the work that they do every day to improve people’s lives. One client described them in the report as ‘kindness itself’ and we love that; we couldn’t agree more!”

Home Instead South Lakes Outstanding Rating CQC report can be viewed here: CQC Outstanding report