Durham home care provider gets Outstanding rating


AHomeinstead-care industry news DURHAM homecare company has been awarded an Outstanding Rating by the Care Quality Commission (CQC).


Home Instead Senior Care Durham was established by Trudi Jameson in 2013 – providing homecare and companionship for older people to help them live independently in the comfort and familiarity of their own homes as long as possible.

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 started her company with a special ethos. She 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 homecare company has passed the ‘mum test’ with flying colours, receiving the highest rating possible in the Care Quality Commission’s Ofsted-style rating system.

“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.”

”The service was highly thought of, and people who used the service and relatives told inspectors that the service often went above and beyond the call of duty and it operated ;like a family unit.  The provider engaged a policy that care visits would never be less than one hour, this ensured the carers had the time to develop a relationship with the people they supported and that care was never rushed – inspectors noted that the care delivered was done so with compassion and respect for people’s dignity.  Staff and management explored safe ways to help people avoid social isolation through inclusion in social activities that people enjoyed.  This was done whilst observing best practice and was done in a way that supported people’s independence. 

”The management of the service kept up to date with the needs of the people they supported and made sure they knew their personal history.  They were also proactive in gathering and acting on people’s and staff feedback about the service delivered to improve care outcomes and staff engagement.  The management also proactively engaged with the community through local media and partnerships to promote awareness of dementia.”

And they praised Trudi’s team of 40 care givers 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.”

With services marked over five categories: safe, effective, caring, responsive and well-led, the CQC’s Ofsted-style rating recognises the importance of compliance and credits overall quality of care service.

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 care givers 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.”

Debbie Westhead, Deputy Chief Inspector for Adult Social Care in the North, said: “The staff at Home Instead Senior Care Durham were providing an outstanding level of care to the people they supported. There was a real effort to get to know the people the service supported, taking the time to learn their history and care needs whilst developing a friendly relationship and ensuring that they were included in their care planning so they retained their independence.“We received many positive comments about the service, how great the care was and how the relatives felt supported as well. Everyone at Home Instead Senior Care Durham should feel proud of the work they do.

“It is for this and many other reasons why the service has received the highest rating we can give.”



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