In Home Care (Hertford) receives an overall ‘Good’ rating from its first planned inspection since opening in 2019. The inspection judged the service on five key aspects of being Safe, Effective, Responsive, Caring, and well-led – all of which were classed as good.

The Care Quality Commission (CQC) has highlighted the consistently high standards and policies at In Home Care Hertford in the provider’s first planned inspection. 

The inspection found a number of occasions where In Home Care Hertford staff had gone beyond the course of duty, including taking daffodils and an Easter egg to a customer who was unable to visit her local church – “I was taken aback” she said. Staff also built trust with another customer by arranging haircuts, chiropractor visits, and meal deliveries, which has “transformed” their life.

Furthermore, the use and supply of PPE during the pandemic was praised by customers and carers alike. The CQC report references a customer’s family member, who stated they felt “100% happy with how they have managed things [in relation to COVID-19],” and that staff have access to a “plentiful” supply of equipment.

Registered Manager Kelly Taylor commented that “Covid-19 has presented a number of challenges but as a team, we’ve worked tirelessly to continue delivering a high level of service. We are possibly most proud of having delivered a “safe” and “well-led” service during these extraordinary times. As manager of the Hertford branch, I could not be any prouder of my team and I’m grateful for the comments from our customers.”

Overseeing the Hertford team, director, Sukhi Dhillon, added: “I’m delighted that everyone’s hard work at In Home Care Hertford has been recognised following our CQC inspection. To receive a ‘Good’ rating for our first inspection is a brilliant achievement and a springboard for us to go even further when our next one comes around. Customer feedback has been amazing, and shows our passion for the role we play in the community”.

At a time when the majority of providers believe care recruitment is more challenging than ever, In Home Care Hertford has been successful in keeping its team together and to continue growing. Staff are encouraged to give opinions and feedback freely and, as the CQC report details, the branch has developed a “positive team ethos” where carers are able to speak to management openly. This also extends to the consistent communication provided to customers from the management team.

Further details about In Home Care Hertford are available at https://in-homecare.co.uk/hertford/.