Home Instead’s Exeter and East Devon franchise has been rated Outstanding – the highest possible in the CQC’s Ofsted-style system.
Husband-and-wife franchisees Mark and Vanessa McGlade invested in the Exeter and East Devon territory five years ago. They were driven by the desire to see quality homecare delivered in their community - care that would be good enough for their own mum or dad.
Today, the Southwest couple are celebrating a hat-trick of achievement following their decision to franchise with the globally renowned, ethical franchisor.
Triple celebrations include:
• Their CQC Outstanding Rating – the first homecare provider specialising in senior care to receive the rating in the Southwest.
• Being recognised as a ‘Top 10 most recommended homecare provider 2016’ in the South West, based on client reviews.
• Being part of the Home Instead Senior Care national franchise network, an innovative homecare brand which received the Queen’s Award for Enterprise on her majesty’s recent 90th birthday.
Together, the caring couple had a clear vision - to offer the highest quality, relationship-led support for older people to remain living in their own homes and to become an employer of choice in their locality by providing fulfilling careers in care.
Married for 27 years, Mark and Vanessa currently support more than 135 clients and employ over 90 staff throughout Exeter and East Devon. They credit much of their success to hard work and a passion for delivering a caring and quality-led service.
“This hat-trick of accolades brought home in 2016 mark a pinnacle of achievement in our franchise journey,” said Mark, who served as an officer in the Royal Navy and then had a career in the defence and aerospace industry before making the decision to franchise in the senior care sector with wife Vanessa.
“We set out five years ago with a vision to be the ‘best of breed’ in homecare in our territory. Becoming the first homecare provider in the Southwest specialising in senior care to receive a CQC Outstanding Rating is our dream come true, and marks our commitment to continuous improvement. Being rated in the Top 10 homecare providers in the Southwest and being part of a national brand that has been royally recognised with the Queen’s Award has made for an incredibly proud year.”
Vanessa, a former legal secretary and estate agent with extensive voluntary sector experience, added: “Our Outstanding Rating pays testimony to teamwork at our office - to everyone’s commitment to providing care that comes from the heart; care with a family feel.”
“You don’t have to have a care background to take a territory with Home Instead, you just have to have a steadfast commitment to quality and standards - with a focus on providing care that would be good enough for your own loved ones. If you provide the care quality at your franchise and follow the Home Instead model with discipline and passion, the business growth will take care of itself,” said Mark.
The McGlades followed the tried-and-tested Home Instead model resolutely and were also impressed with the support provided by the team of experts at national office.
“We had all the support we needed from our franchisor. And we’re incredibly grateful to our business support manager Nathan, who sat with us an infinite number of times and gave advice and counsel. When I got the call about the CQC Outstanding, the next person I told after Mark was Nathan. I knew no one would be more thrilled,” said Vanessa.
Deborah Ivanova, interim deputy chief Inspector of adult social care at the CQC, said: “This is the fourth Home Instead Senior Care service CQC have found to give outstanding care, and the first in the Southwest. I am struck by the extent to which the service goes that extra mile and places the people it supports at the centre of everything it does.
“What really impressed me from reading the inspection report, and speaking with those involved in the inspection, was the level of personalised support that people received, from staff who had the right skills and who treated them with kindness, compassion and dignity. People told us they liked the staff who supported them, and staff themselves declared it a great place to work.
“People should always be cared for by services that are safe, effective, caring, responsive to their needs, and well led. I would encourage other providers to read this report, and the others we have published on services we have rated Outstanding, to see what they can learn.”
Trevor Brocklebank, Home Instead Senior Care chief executive, said: “Congratulations to Mark, Vanessa, their office team and CAREGivers and thank you. You have realised the Home Instead mission to change the face of ageing and make companionship-led quality care a possibility in Exeter and East Devon.
“A fantastic four Outstandings from the CCQ marks out our relationship model as homecare at its very best. Care for seniors delivered with dignity and compassion and above all else, with time to care.”