Here at Home Instead we put quality first, from our operations in office, to our Care Professionals.
We are committed to setting the highest standard in everything we do and carry out regular audits to ensure our care is of the highest quality. We also provide compliance and legislation support to ensure all franchises are keeping to our standards. Our Home Instead standards exceed the regulatory body’s minimum standards.
Care Quality Commission
- We have over 65 CQC ‘Outstanding’ ratings and are aiming for at least 50% of the network to receive this level.
- CQC’s recently published report ‘State of Care 2020/2021’ shows that 80% of adult social services inspected were rated ‘Good’ and only 5% were rated ‘Outstanding’.
Care Inspectorate
- We have achieved 3 ‘Excellent’ ratings from the Care Inspectorate
LaingBuisson
- Home Instead have been Number One on the Care Compliant Monitor ever since it was launched, ten times in a row!
Home Instead is the only national care company that uses an external organisation (WorkBuzz’s PEAQ survey) to measure client and Care Professional satisfaction. Globally this is a multi- million-pound investment.
Delivering Quality
There are a range of profiles available for people wanting to join us, allowing us recruit Care Professionals from all walks of life and a range of backgrounds, from care to other non-care sectors. We offer a blended contract approach, with guaranteed income contracts for Care Professionals ensuring their pay will not drop if their regular clients are not available. On average they will be working 10-30 hours a week, and we aim to pay them the Real Living Wage for their work. Recruitment and Retention can be the biggest challenge for a franchise if it is not a clear focus, so we provide you with the support you need to make Care Professionals roles stand out and have Home Instead be the employer of choice.
We are dedicated to investing in our Care Professionals in several ways.
- Training – There is a huge emphasis on training for our employees to ensure they are up to our standards for care provision. Our training is relationship-led not task-led, including specialised training accredited by City & Guilds.
- Care Professional meetings – Quarterly meeting days allow our Care Professionals to go to their franchises to meet up and receive business updates and relevant information.
- Social Events – There are always a variety of events throughout the year for Care Professionals to get together, sometimes alongside their clients.
- Care Professional of the Year – This provides us with an opportunity to recognise and reward the amazing support provided to clients day in and day out.
- Real Living Wage – We believe our staff deserve a wage which meets everyday needs, so we aim to pay our Care Professionals the Real living Wage.
- Employee Assistance Program – This is available for all colleagues, offering face to face or virtual counselling sessions alongside an app making it easy to access help or support 24 hours a day, 365 days a year.
We also invest in our key players to help create a career pathway that suits them.
- Encourage professional development through quality and training – the training we provide covers all roles in the business including Care Management, Admin, Care Professional training, marketing, and leadership.
- Invitations to paid conferences – this is just one of the ways in which we come together to celebrate achievements, share best practice and benefit from a strong peer support network.
- Access to a suite of online and classroom-based training – being part of Home Instead provides employees with the necessary training tools for their career pathway.
Communication
A good system of communication inside your franchise helps ensure the quality of care provided is up to our standards.
- Business Performance Update – it is important to keep everyone informed of progress and plans looking forward, which Martin Jones provides for UK franchises.
- Franchise Centre – as a franchise owner you receive access to MyFranchise, which is the first place to look for any updates, as well as somewhere to share best practices and ask for advice from other franchise owners on the network.
- Regular Email communication – this allows you to keep up to date with essential information.
- Weekly Updates for BAU – alongside more monthly or quarterly updates, this keeps you up to speed with business-as-usual updates.
- Touch base phone calls from Senior Management teams – much like the franchise centre, speaking to senior management can help you get answers for any issues your franchise may be facing.
- Webinars – there are a wide range of webinars held for training purposes and to ensure information is spread across the franchises.
- Up-to-date resource library – we have a great library of resources to ensure franchise owners, key players and our Care Professionals get the relevant support.
- IT System updates – banners on Franchise Centre will keep you up to date with any errors, downtime, and fixes to the IT systems.
Operating Software
When putting quality first, using the right operating software & IT systems helps ensure we keep to the highest standards in everything we do. Home Instead makes use of the following.
- People Planner – Combines employee management, client management, care planning and payroll into one system. This helps to save time, reduce errors and costs, and give real time access to clients, care professionals and management.
- Zoho CRM – Online Sales CRM that helps you manage sales, marketing, and support in one simple to use CRM platform.
- Smart Recruiters – A modern talent acquisition that ensures franchises can hire talent on demand.
- My Learning Cloud – Assists in delivering the best training to team members, as they access and undertake quality eLearning in an environment designed for them.
Proven Operational Processes
Part of your franchise package are policies and procedures and ways of working (Ops Manual) This will ensure you are consistent with your quality delivery of services. Following the Ops manual will also keep your franchise Government legislation compliant and support you in recruiting and retaining Care professionals.
Interested in learning more about becoming a Franchise Owner?