CQC Rates Home Instead Mid Cornwall as Outstanding

A homecare provider in Cornwall has been upgraded to an outstanding rating following a recent inspection by the Care Quality Commission (CQC).

Home Instead Mid Cornwall, run by Lankelly Care Ltd, was re-assessed after an inspection in February as part of the regulator’s routine monitoring of adult social care services. At the time, the service was supporting 55 people living in their own homes.

Rating Upgraded After Inspection

The CQC upgraded the agency’s overall rating from good to outstanding. While the service remained rated as good for being safe, effective and well-led, its caring and responsive categories were improved to outstanding.

Stefan Kallee, CQC’s deputy director of adult social care for the South West, said:

“When we inspected Home Instead Mid Cornwall, it was clear we were visiting a service genuinely centred around the people it supported and that came through in everything we observed.

“We found care staff delivering exceptionally kind and compassionate care. They told us they were proud to work for Home Instead and this was reflected in the way they went the extra mile for the people they were supporting.

“Inspectors heard many examples of staff providing individualised care and promoting people’s independence. One staff member told us they had supported someone living with dementia to take the train to London to visit a relative and had encouraged them to do things for themself such as ordering their own coffee. The trip gave them a sense of accomplishment and made them feel like they were enjoying a day trip with a friend.

“These positive experiences were made possible because leaders had embedded a culture that prioritised quality, person-led care, and were providing the support and systems to make it possible.

“Leaders ensured people were supported by a small, consistent staff team who knew them well and a minimum of one hour was allocated for each visit. This meant staff could build trusted relationships with people and relatives told us this consistency was reassuring for their loved ones living with dementia.

“Managers ensured rotas were well organised and nobody we spoke with had ever had a missed visit. Staff were exceptionally well-trained and managers carried out regular staff supervisions and appraisals, which meant they were confident people were being supported by staff who had the required skills and experience.

“Everyone at Home Instead Mid Cornwall should be proud of this outstanding rating.

Other adult social care services can look to this report to see what ‘outstanding’ looks like in a homecare setting.”

What Inspectors Found

Inspectors highlighted several aspects of the service that contributed to the improved rating.

Staff were supported by a digital app that provided instant updates on people’s care needs, helping them stay informed before each visit. The service also recruited a diverse workforce, allowing people to be matched with carers who shared similar interests or cultural backgrounds.

Care plans were tailored to individuals, including personal preferences and life experiences. One example noted that laundry should not be done on Sundays to respect a person’s religion.

The agency also worked closely with relatives, offering a family portal where daily care notes could be accessed. This was said to provide reassurance, particularly for families living further away.

Staff development was another focus, with carers encouraged to build their skills. One staff member, after completing dementia training, had gone on to study for a City and Guilds Certificate in dementia care.

Report Publication and Feedback

The full report is available here.

The regulator continues to encourage people to share their experiences of care services. Feedback can be provided through the CQC website, by telephone on 03000 616161, or through services such as SignLive and Relay UK for those who are deaf or hard of hearing.

CQC uses feedback from people using services, their loved ones and staff to monitor care standards and decide when inspections are needed.