Hamilton House

Hamilton House (also known as Bluebird Care (Medway), is a domiciliary care agency registered to provide personal care for people who require support in their own home. The Care Quality Commission (CQC) only inspects the service being received by people provided with 'personal care' and help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of our inspection, the service was supporting 80 people. They provide care services mainly to people living in the Medway local authority area, but also to some people who live in the Kent local authority area.

People's experience of using this service:

People told us they felt safe with staff.

People had good relationships with staff, who were knowledgeable of their physical and emotional needs, as well as likes, dislikes and interests. Staff were responsive to changes in people's health needs. If needed, they sought advice from relevant professionals.

People felt included in planning their care. People's rights and their dignity and privacy were respected.

People were supported to live the lifestyle of their choice. People told us they were listened to by the management of the service.

People could involve relatives and others who were important to them when they chose the care they wanted.

People received a person-centred service that met their needs and helped them to achieve their goals and ambitions. People were encouraged to be as independent as possible.

People were fully involved in their care planning and received information in a way that they understood. The care plans were consistently reviewed and updated. Care planning informed staff what people could do independently and what staff needed to do to support people.

Staff supported people to maintain a balanced diet and monitor their nutritional health. People had access to GP's and their health and wellbeing was supported by prompt referrals and access to medical care if they became unwell.

People were protected from the spread of infection and medicines were stored and managed safely. There were polices and procedures in place for the safe administration of medicines. Staff followed these policies

and had been trained to administer medicines safely.

People felt comfortable raising any complaints with staff and the registered manager.

People were asked for feedback about the service they received.

People found the registered manager approachable and supportive.

The registered manager recruited staff with relevant experience and the right attitude to work with people. New staff were given an induction and on-going training. Staff were deployed in a planned way, with the correct training, skills and experience to meet people's needs.

The provider who was also the registered manager made sure they monitored the service in various ways to ensure they continued to provide a good quality service that maintained people's safety.

The registered manager and staff were working with a clear vision for the service.

More information is in the detailed findings below.