New Malden home care service rated Outstanding by CQC


A west London care service has been rated Outstanding overall by the Care Quality Commission.

Home Instead Senior Care provides domiciliary care and support to 185 people living in Wimbledon, Kingston and the surrounding areas.

CQC inspectors rated the service as Outstanding for being effective, responsive and well-led. It was rated Good for being safe and caring.

The service provided outstanding support to people and was very responsive to people’s needs. The service also provided outstanding support to staff.

One person said: “This is as good a service as it can be. I would be very happy to recommend it to anyone” and a relative commented “My relative now has a regular core of carers who know her very well. They treat her very kindly and speak to her with great respect, upholding her dignity and they are always very polite to other relatives in the house.”

People continued to be extremely well supported by carers to engage in activities to stimulate and promote their overall wellbeing.

There was an extremely positive culture within the service, the management team provided strong leadership and led by example. The registered manager had developed a new structure to the office team which enabled the service to develop and grow.

Staff support had been enhanced through a buddy system, effective training, systems to keep staff safe and recognition of staff’s dedication to the care of people.

The registered manager was an excellent role model who actively sought and acted on the views of people. Staff said Home Instead was ‘like being part of a family and we all really like one another.’

Staff we spoke with described the management as very open, approachable, positive and easy to get on with. Systems were in place to monitor and improve the quality of the service.

A healthcare professional commented: “The management is experienced, caring and well-regarded locally, and we know that many clients’ lives are considerably better off thanks to the services they provide. We are fortunate to have them.”

Debbie Ivanova, CQC’s Deputy Chief Inspector of Adult Social Care, said: “The high quality care provided by Home Instead Senior Care is always good to see and I congratulate the management and staff of for providing such a first class service.

“People and relatives told us staff were caring, kind and efficient and staff respected their privacy and treated them with dignity. People’s needs were assessed before they started to use the service and care was planned and delivered in response to their needs. The provider had arrangements in place to respond appropriately to people’s concerns and complaints.”

Andrea Sutcliffe, Chief Inspector of Adult Social Care, said: “The quality of care which our inspectors found here was exceptional and I am very pleased that we can celebrate the service’s achievements.

“An outstanding service is the result of a tremendous amount of hard work and commitment. I would like to thank and congratulate everyone involved.”

You can read the report in full at


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