PentaCare (West Kent)

During this assessment, we found clear evidence that significant improvements had been made. Leaders had strengthened oversight and quality assurance arrangements and were able to demonstrate how governance systems were used to identify concerns, monitor performance and drive improvement. We saw examples of issues being identified through audits, reviews and governance processes, with actions recorded, followed up and completed. The provider's improvement plans demonstrated a clear understanding of the concerns identified at the previous inspection and the steps taken to address them. As a result, the service was no longer in breach of Regulation 17.

Care records reflected people's individual needs and circumstances rather than a standardised approach. Records were regularly reviewed and updated and demonstrated that care changed when people's needs, wishes or circumstances changed. The service worked in partnership with people, relatives and professionals to ensure care remained relevant and responsive to changing needs.
The provider demonstrated a strong focus on achieving outcomes that were important to people. Reviews, reassessments and ongoing monitoring were used to identify changes in people's needs and to adapt care and support accordingly. We saw examples where partnership working with people, families and healthcare professionals resulted in meaningful changes to care arrangements and people's quality of life.
The service also placed importance on people's wellbeing, social inclusion and quality of life. In addition to delivering personal care, the provider had developed opportunities for people to remain socially connected and engaged within their communities. These initiatives helped people maintain relationships, reduce the risk of loneliness and remain involved in activities that were important to them.
Staff received induction, training, competency assessments, supervision and spot checks relevant to their role. Workforce records demonstrated leaders maintained oversight of staff development, competencies and wellbeing. Staff described managers as approachable and supportive and told us they felt able to raise concerns. Governance systems demonstrated that concerns raised by both people and staff were listened to, investigated and acted upon where required.

The provider demonstrated not only that improvements had been made since the last inspection, but that systems were now in place to identify, monitor and respond to risks, concerns and opportunities for improvement before they affected people's care and support. People received safe, personalised care from a service which focused on achieving outcomes, maintaining independence and supporting people to live well.