Golden thread of care praised in 13th Outstanding Rating for Home Instead

Home Instead Senior Care is a very successful business, but we're much more than a business. Home Instead is the world leader in providing non-medical care for older people in their own home.

Home Instead

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Home Instead Senior Care is celebrating its 13th Outstanding rating after husband- and-wife franchisees Claire and Bill Percy became the latest members of its network to receive the highest rating possible from the Care Quality Commission.

(Left to right) Care Manager Gill Tootill, client Patricia Walker and franchisee Claire Percy.

Claire and Bill’s territory covers Farnborough, Aldershot, Farnham and Fleet and was set up in 2012. The couple were inspired to become involved in homecare having experienced difficulty caring for Bill’s mother when she was diagnosed with dementia. They realised how important it was to have quality support for loved ones but struggled to find it.

Said Bill: “When my mum Audrey was diagnosed with dementia, the carers did their best, but only had time to help her with basic tasks. There was no time to offer the companionship that is so valuable for an older person, many of whom live alone.”

Bill’s mum passed away in 2005 but their personal experience very much steered the pair towards new careers as Home Instead franchisees.

As a Business Development Manager with a toxicology company, Bill had travelled the world and worked with major corporate clients and Claire was employed in the the field of academic publishing in marketing.

“We had decided we wanted to start a business together, but it had to be something ethical where we would get job satisfaction knowing that we were doing something meaningful and really making a difference,” said Bill.

“Claire and I saw that there is a ‘right’ way of offering care, and we’re truly committed to the unique service Home Instead Senior Care offers. It shows that with the right care, an older person can maintain their independence and quality of life.”

With the ethos and support of the Home Instead’s franchise, Claire and Bill felt passionate about opening up a territory to offer the bespoke care model for older people in their locality and to become an employer of choice in their community too.

Now four years on, with c.100 clients, 56 CAREGivers and a CQC Outstanding rating for their business, franchisee Claire added: “Our overriding theme is that the care we provide has to pass the ‘Mum Test’ – is the care of a standard that would be good enough for our own mums? The outstanding rating tells us that it is!

“The CQC inspectors said some lovely things about our business. My favourite comment is that our model of compassionate and personalised care, which focuses on the whole person, is a ‘golden thread’ running through our business. They went on to say that this thread stems from our passion and vision of placing people at the heart of our service.

“I would like to add that this golden thread runs through each and every Home Instead office. It’s a pleasure to be part of a franchise network with such a strong shared vision.”

Claire and Bill’s report went on to say that ‘People’s lives and wellbeing were enriched because staff encourage them to be as independent as possible. Staff demonstrated passionate, caring and positive relationships with people and were sensitive to their individual choices.’

Their CAREGivers were enthusiastic about their work commenting to the inspectors that: “I have been with some clients since the word go. You really build up a strong relationship with them.” Another simply said: “I love the people I look after, they are like my family,” – a perfect testimony to the difference the Home Instead Senior Care model makes.

Home Instead Senior Care offers an industry-leading franchise model that is renowned for its outstanding support for franchisees. If you would like to deliver outstanding care like Bill and Claire, there are still lots of territories available across the UK.

To find out more about the 120 available franchises and the support you will receive as an owner with Home Instead Senior Care, simply fill out the enquiry form below.

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