This announced inspection was carried out on 23 February 2016. Home Instead Senior Care provides support and personal care across east Nottinghamshire. On the day of the inspection there were 30 people using the service who received personal care.

The service had a registered manager in place at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People felt safe with the staff who supported them who understood the risks they could face. People were encouraged to act safely and to do what they were able to as independently as possible.

People were only supported by staff that they been introduced to and understood their needs. People received a flexible service that suited their individual circumstances. People were provided with any support they needed to take their medicines.

People were supported by staff who were trained and given guidance on how to do meet their needs. People’s human rights to make decisions for themselves were respected and they provided their consent when needed.

People were supported to eat a healthy and balanced diet they enjoyed which promoted their wellbeing. People received the support they wanted from staff so they could receive the healthcare support they required.

People were provided with an exceptional, caring and consistent service. People described the service they received in exceptional terms and staff displayed dedication and commitment to their work. People decided what care and support they needed which was provided in a manner that valued and respected each person who used the service.

People were involved in planning and reviewing their care and support which they received in the way and at the time they wanted it. People had regular opportunities to express any issues of concerns and were confident these would be looked into and resolved.

People were supported by staff who were valued and provided with innovative and inspirational leadership. People were put at the heart of the service which achieved their aims and values. People were involved in contributing on how they service was run as well as taking part in research on how to improve home care services nationally. There were systems in place to ensure people received an excellent service.