Cera- Kent

People and their relatives told us they felt safe using the service and care staff knew how to report concerns. Risks to people and staff were well managed through risk assessments, which were regularly reviewed. There were enough staff to meet people's needs, people told us they had continuity with their carers and they always stayed for the duration of the call. People received their medicines safely from staff that were trained and regularly competency assessed. Staff were following guidance around the use of personal protective equipment (PPE) during the current pandemic. The management team were spot checking this and people told us staff were wearing PPE at all times.

People received personalised care responsive to their needs. Care plans were regularly reviewed and updated to ensure they were reflective and up to date. People told us they were involved with planning their care and participated in reviews. Staff knew people well and were able to tell us about people's likes and dislikes. No one was receiving care at the end of their life but the manager told us about new care plans they are putting together in case they needed them in the future.

People, relatives and staff were positive about the management of the service. Feedback we received told us that the management team had an open door and they knew where to go if they had concerns. The manager knew their roles and responsibilities and had recently applied to be registered with the Care Quality Commission. Quality assurance systems were in place to monitor and improve the service people received. Regular communication was continued with people through letters and regular phone calls. The manager had made changes to improve how the service was being run and it had made a positive impact to staff and people.