Kent Home Care Limited

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People were supported by live in care staff that were caring. People received care and support based on their individual needs and preferences. Staff were knowledgeable about people, their needs and preferences and used this to develop a good relationship with the people they visited.

People were supported by live in care staff who had the skills and knowledge to meet their needs. Staff understood their roles, felt confident and well supported. People's health was supported as staff worked with other health/social care providers when needed to support people's needs.

People were supported to have maximum choice and control of their lives and staff understood they should support them in the least restrictive way possible; the policies and systems in the service supported this practice.

People's care plans reflected people's needs and preferences and the staff were able to explain recent changes to people's care. People told us they were involved in assessments of their care needs and care plans were reviewed regularly and when people's needs changed.

People knew how to complain and that any concerns would be listened and responded to by the provider. The registered manager saw complaints as useful feedback from which to develop and improve the service.

People, relatives, staff and professionals gave us an overall positive picture about the quality of care people received, and said they were able to share their views comfortably with staff or the office.

People and their relatives told us the registered manager and staff were approachable, organised, listened and responded to them and acted on feedback when they shared this with them.

Quality monitoring systems included audits, spot checks on staff practice and regular checks on people's satisfaction with the service they received, by surveys, phone calls or visits from the service's management. Whilst the service was meeting people's expectations the registered manager was keen to consider and was actively looking for ways to improve.