Care at home service in Epsom rated Outstanding by the Care Quality Commission

10th February 2017

The Care Quality Commission (CQC) has found the quality of care provided by Home Instead Senior Care, Surrey, to be Outstanding following an inspection in November 2016.

Inspectors rated Home Instead Senior Care Outstanding for being caring, responsive to people’s needs and well-led and Good for being safe and effective.

The full inspection report can be found at:

Deborah Ivanova, Deputy Chief Inspector of Adult Social Care, said:

“Home Instead Senior Care demonstrated excellent person centred care with a strong commitment to putting people at the heart of the service.

“We were delighted to see how the strength of leadership shone through all aspects of this outstanding service. It recruited staff who showed empathy, dedication and a passion to make a real difference to people’s lives. In turn, people had positive relationships with staff. Staff felt privileged to be able care for and help support people to remain independent.

“It was encouraging to see that each person’s care was assessed before they joined the service to make sure their needs could be met. This also showed that the service was determined to enable people to live meaningful lives.

“The service continuously worked to provide care that was positive, open and inclusive. The clear vision and commitment to provide high quality care could be seen from the exceptional management to the skilled and motivated staff. The team should be extremely proud of the work they do. I congratulate the staff at Home Instead Senior Care for achieving our highest rating.”

Staff developed friendly and caring relationships with people and went the extra mile to provide compassionate and empowering care and support. Staff knew people’s wishes, interests and maintained their dignity and privacy at all times.

Care plans were personalised and flexible to meet people’s preferences and goals, which included going on holiday or being supported to remain living at home. Staff used innovative ways to overcome challenges to support people’s life choices.The service was active in the local community. They supported charities and events and held workshops to raise awareness of how to care for people living with dementia. Staff also helped people feel comfortable in their community and helped give them the confidence to maintain their social interactions; for example to visit the community centre and meet up with old friends.