Everycare (Medway/Swale) Limited

People's experience of using this service: There were enough staff available to deliver safe support to people. People received their medicines safely. Staff had received training in safeguarding adults and knew of actions to take to protect people from abuse. Risks to people were managed effectively to reduce harm to them. Lessons were learned from incidents and accidents. Staff followed infection control procedures to reduce risks of infection.

Staff assessed people's needs following best practice guidance. People were supported to meet their nutritional and hydration needs. Staff supported people to access health and social care services to maintain good health. Staff liaised with other services to ensure people's care and support were effectively planned and delivered.

Staff were supported to be effective in their roles. Staff were inducted into their roles; and received regular training, supervisions and annual appraisals. Staff and the registered manager understood their roles and responsibilities under the Mental Capacity Act (MCA) 2005. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice. People consented to their care before it was delivered.

People were given choice and control over their care and support. Staff treated people with dignity and respect. People were supported to promote and maintain their independence. Staff communicated with people in the way they understood, and people were given information in formats they understood.

People received support to meet their individual needs. People's care plans were reviewed and updated regularly to reflect their current needs. Staff treated people as individuals and promoted their religious, cultural beliefs and other protected characteristics.

There was a complaints procedure available. People and their relatives knew how to complain if they were unhappy with the service. The registered manager addressed complaints received in line with their procedure. The views of people were sought and used to improve the service. Quality checks and audits took place. Actions were taken to rectify areas of concerns identified. The provider worked in partnership with other organisations to develop the service. The registered manager met their statutory responsibilities to the CQC.

Rating at last inspection: The last rating for this service was Good (published 13/04/2017).