We’re the first homecare provider to receive 3 CQC Outstanding Ratings

Home Instead Durham office team after being rated Outstanding by the CQC

Home Instead is proud to announce that we are the first homecare provider to receive 3 Outstanding Ratings from the Care Quality Commission (CQC).

We are delighted to announce the news that our Durham office has been rated Outstanding – making a hat-trick of the highest rating possible in the CQC’s Ofsted-style system for our model of care.

The 3rd Outstanding Rating for our bespoke brand was brought home by our owner Trudi Jameson. She set up Home Instead Durham in 2013, inspired to see standards that would have been good enough for her own mum.

The story of care that passes Trudi’s ‘mum test’

Trudi was inspired to set up the company after her mother Glenys received poor quality care. Breakfast visits that took place at noon, visits missed entirely and being put into pyjamas at 5pm were just some of the undignified scenarios her mum experienced before she passed away.

Passionate about seeing care for older people that could be trusted 100%, Trudi wanted to see care delivered with standards that passed the ‘mum test’ – the quality of care you would want for yourself or your own loved one.

As a provider that puts the care back into caring, and with visits that last a minimum of one hour, Trudi’s commitment to Home Instead’s relationship –led care model has passed the ‘mum test’ with flying colours.

“Having an Outstanding rating reflects care that passes the mum test in Durham with top marks. It’s validation that we do what we say we do, we put the care back into caring,” said Trudi.

Her elderly clients and their families commended her standards of care to the CQC inspectors, with comments including: “Wonderful care” “There is nothing I would change” “This is as good as you can get” “They are like family” “I would recommend them to anyone they are marvellous. They are everything you would want if it were your parent.” 

CQC inspectors added: “Without exception, people were treated with compassion, respect and dignity by staff who built meaningful relationships with them.”

And they praised Trudi’s team of 40 CAREGivers and office team in turn, saying: “There was evidence of staff at all levels ‘putting themselves in the shoes’ of the people who used the service before making decisions.”

Trudi ensures that the phrase ‘care that passes the mum test’ is instilled into every member of staff personally, by conducting induction training herself.

She added: “My CAREGivers are the face of Home Instead and without their commitment to delivering quality care, we would not have an Outstanding rating for what we do for care here in Durham.”

Home Instead Durham member providing elderly care to a client

Trudi’s CAREGivers feel valued too and told the CQC’s inspectors: “They seem to care as much about us as we do about the clients.”

Prior to setting up Home Instead, Trudi spent 10 years as a residential care home manager in Birmingham, before taking a job with Sunderland Council managing health and care services. Despite working in the care sector herself she was dismayed and frustrated by what she’d experienced with her own mum.

When she decided to set up her own homecare company, Trudi was joined by a former colleague Annette Connor who became her Care Manager. Paying tribute to her contribution to the success of Home Instead.  Trudi added: “I would not and could not have done it without Annette at my side.”

Three years on, Trudi cares for over 60 elderly clients across Durham, she added: “I cried when I read the CQC’s report. To have so many people, the inspectors, clients and relatives saying so many nice things about myself and my team was incredible.”

Trudi and her team also do a great deal of work in the wider community, running workshops on dementia awareness and also on the subject of senior fraud prevention.

Trevor Brocklebank, Home Instead Chief Executive, said: “Trudi’s passion to see care that passes the mum test has brought home the 3rd Outstanding Rating for Home Instead. Congratulations to her team who have shown inspectors that they ‘put themselves into the shoes of their clients’.


“A trio of Outstandings from the CQC marks out our relationship-led model as homecare at its very best. Care for seniors delivered with dignity and compassion and above all else, with time to care.”