Home Instead Burnley

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This was the first assessment of a newly registered service. This key question has been rated good. This meant people feel well-supported, cared for and treated with dignity and respect.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff were trained and supported to carry out their role in a caring and compassionate way. Staff were champions for certain subjects such as dementia, Parkinson's disease, end of life care and medication. They took a lead in these areas and supported other staff in developing their knowledge. People and their relatives told us the carers were kind and compassionate. One relative said, “The quality of care is excellent.” Another relative said, “I cannot look after my [relative] but the next best thing is the genuine care and concern for [relatives] wellbeing that the staff deliver every visit.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care plans included information that was important to people and care was carefully planned to ensure preferences were considered. Staff were keen to ensure people were at the centre of their care. One staff member said, “I strongly believe clients are always supported to have choices and control over their own care, including decisions about their care, treatment and wellbeing.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. One staff member said, “People are supported to understand their rights by using different ways to communicate by staff upholding their human rights by offering freedom of opinion and expression and clients knowing they can do this.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people and took action to address any care and support needs to ensure their comfort. Staff knew people well and were able to swiftly identify any changes in their care.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider had a staff handbook which gave guidance to staff about the service and their policies and procedures. Staff were supported out of usual office hours by an on-call system. Staff felt valued and supported. One staff member said, “I have always felt supported by management, I have had a positive experience so far throughout my time with home instead and any issues I have ever faced, they have always been very supportive polite, caring compassionate and helpful.”