Dover

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

People's experience of using this service: People were supported by caring and compassionate staff who knew them well. People were involved in planning their care, initially through a comprehensive assessment which was followed by regular reviews. Staff build positive relationships with people and their loved ones. Loved ones told us that staff ensured they were well too and provided a support for them.

People's care plans gave staff clear guidance about how to meet their needs in the way they preferred. This included information about the support people required with eating and drinking. Staff supported people to stay well and contacted health professionals when required. There were enough staff to meet people's needs and they had the training and support required to carry out their roles. People were supported to maintain or regain their independence. Staff were flexible and took on additional tasks for people, such as changing light bulbs or collecting prescriptions.

There was a complaints procedure in place, no complaints had been received since the last inspection. There was a clear vision and set of values at the service which focussed on people getting high quality care the way they wanted it. People, relatives and staff told us they could always contact the office and get help or support when they needed it. The registered manager stayed up to date with changes in practice and legislation by accessing relevant websites. Regular audits were completed, and feedback was sought from people and professionals. Any shortfalls were used for learning and shared with staff.