Outstanding success for Home Instead Dudley

Home Instead Dudley and Sandwell South have been awarded an Outstanding rating from the Care Quality Commission (CQC), the industry’s independent regulator.

Nationwide, only 4% of home care services are currently rated as Outstanding, making this achievement particularly remarkable.

Home Instead Dudley and Sandwell South achieved the highest possible outcome in the categories of effective, caring, responsive and well-led and the inspectors noted that ‘CAREGivers were described as the ‘heartbeat’ of the service’ which was led by an inspiring provider who promoted a positive and inclusive culture.’

As part of the inspection process, the inspectors spoke to various members of the team, clients and their families. One client said, “I feel so safe with them (CAREGivers). I can trust them in my home.” Another client said, “They are so kind and lovely. I couldn’t wish for better people coming in. I can’t fault one of them, they are absolutely marvellous.”

Inspectors found evidence that people’s care, treatment, and support achieved Outstanding outcomes that were ‘consistently better than expected compared to similar services.'

Bringing joy to clients

In one touching story, they described how a CAREGiver loved spending time in their garden looking at the views, but following some building changes, the views from their garden suddenly changed. The client was very distressed over this, so their CAREGivers ‘brought the garden centre to them’ and purchased a variety of flowers, chimes, and other garden ornaments for their client to choose from. CAREGivers then created a special garden in an enjoyable space, and it greatly reduced their client’s stress. The client’s relative said, “They really did go above and beyond.”

Home Instead were also found to be passionate about community engagement and are considered major advocates in promoting and raising awareness in the community. Susan Love, Community Engagement Director said, “We want to empower people to have a choice. People often simply do not know about the services available within the local area and we wanted to change that.”

Julie and Ian Williams, co-owners of Home Instead Dudley commented on achieving an Outstanding rating. They said: “We are beyond thrilled to have achieved an Outstanding rating from the CQC in our latest inspection. Reading all the comments and stories in the report from clients, staff, family members, and health care professionals has been overwhelming, and we are so proud of our entire team for working so hard to provide a first class service to all of our clients, bringing a peace of mind to their family members as well.”

A member of staff quoted in the report echoes Ian and Julie’s sentiment, saying, “The people I look after are honestly like family. I couldn’t work anywhere else. I get such joy working for Home Instead and seeing my clients thrive. It is a whole team approach, everyone is fully supportive of each other.”