‘Exceptional’ care company achieves 5-star Outstanding rating from CQC

‘Outstanding’ Home Instead Senior Care team at Budleigh Salterton Beach with Vanessa & Mark McGlade front row (Third in from left)

January 07, 2019

Local leading care provider Home Instead Senior Care Exeter and East Devon announces it has achieved a perfect score during an inspection by England’s healthcare regulator the Care Quality Commission, (CQC).

It’s the first care provider in the South West to be deemed outstanding in all five categories (Safe, Effective, Caring, Responsive and Well-led) during an inspection by the CQC. This places the Exeter and East Devon office of Home Instead Senior Care in the top one per cent of all adult social care providers in England. In fact, only 0.18% of home care companies have achieved the maximum rating in all categories.

Debbie Westhead, Interim Chief Inspector (CQC), Adult Social Care, said:“I am delighted to be able to congratulate Home Instead Senior Care 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.”

Owners of the business, Mark and Vanessa McGlade, are particularly delighted with the outcome as this is the second time the business has achieved an overall outstanding rating. The McGlades set up the business in 2011 and the company has gone on to make an invaluable contribution to the local community, as well as being an employer of choice in the care sector with over 90 members of staff.

Mark said: “People put their trust in us and we take that very seriously. We are all humbled by the comments in the report and delighted to be deemed outstanding in all five categories.”

Vanessa added: “This would not be possible without the amazing and empathetic care delivered by our wonderful team of caregivers who are supported by an enthusiastic and diligent office team. Mark and I thank them all and are extremely grateful to be surrounded by such fabulous people.”

Deborah Ivanova, Deputy Chief Inspector, Adult Social Care (CQC) said: “It was clear throughout the inspection, that the staff took pride in their work and went the extra mile for the people they supported. I would like to congratulate the service on attaining an overall rating of outstanding again.”

Home Instead specialises in relationship-led care of the elderly with caregivers matched to clients based on shared interests. During an inspection, the CQC speaks to the company’s staff, clients and their families and also health professionals, as well as conducting a thorough check of systems and processes. Home Instead’s ‘Outstanding’ report is full of praise for the work the company does. Client comments include: “Caregivers provide warmth and loving care, along with great attention to Mum’s needs and interests and nothing is too much trouble for them, they are so kind.”

The report says that ‘People received an exceptionally personalised service that promoted their independence and enhanced their quality of life’. One health professional commented: “They are amazing and the service they provide is second to none for both clients and staff.” Another said “We have found them to be highly professional, caring and responsive to their client’s needs. They go over and above in the care of their clients and excel in providing quality care.”

The inspection report highlights Home Instead’s specialist support for people living with dementia, their innovative training methods and how they ‘promoted and encouraged people with dementia to live well’. It also mentioned that the company was involved in dementia research and was a member of the Parkinson’s Excellence Network, providing specialist training to staff and support for those living with Alzheimer’s or Parkinson’s.

The report noted that the company had set up a “Singing for Wellbeing” group in the local community hospital hub to promote wellbeing for those living with chronic conditions or with an interest in improving wellbeing through singing.

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