Expertise Homecare (Central & West Kent) Ltd

Not everyone using the agency received a regulated activity; the Care Quality Commission (CQC) only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

People, relatives and others had been asked for their views about the service. As a result, the feedback an action plan had been developed to improve the service people received. The registered manager had increased staff morale and the retention of new staff.

Recruitment of care staff was underway to address the shortfall. Safe recruitment practices were followed to reduce the risk of unsafe staff working with people. Staff received continuous support, supervision and guidance from their line manager. Staff were trained to meet people's needs including their specialist needs.

People's needs were assessed before they started using the service to make sure staff could meet their needs. Care plans were personalised to meet people's needs. People were involved in the development and review of their care plan.

Staff worked alongside healthcare professionals to ensure people remained as healthy as possible. Guidance was available to inform staff how to meet people's specific health needs. People's personal information was stored securely.

People were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests. People were able to make decisions about their care and support and to maintain control of their lives.

People felt safe with staff who understood the action to take if they suspected potential abuse. Potential

risks posed to people had been assessed with action taken to reduce the risk. People's safety within their home had been recorded, and referrals were made to the appropriate healthcare professionals to promote people's safety.

Staff treated people with kindness, care and compassion. People's likes, dislikes and personal histories were recorded within their care plan. People's privacy and dignity was protected whilst encouraging people to be as independent as they were able to.

People's feedback, concerns and complaints were listened to and acted on. There were a range of checks and audits in place to promote a high-quality service and continuously improve.