Folkestone Home Care

We conducted this inspection remotely without a site visit due to the service providing support in people’s own homes. We gathered feedback through speaking to the provider, staff, people and relatives over the phone. The inspection was conducted due to the age of the previous rating.

We have assessed the service against ‘Right support, right care, right culture’ (RSRCRC) guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. At the time of the assessment, the service was not supporting any autistic people or people with a learning disability, but the provider had regard to ‘Right support, right care, right culture’.

We found a service operating exceptionally well and delivering a high standard of care that had made a significant difference to people and their families. The care each person received was tailored to their individual needs, with the provider specifically matching up staff members and people based on their personalities and through the staff members own lived experience and story. For example, staff members who had similar health conditions as the people they supported which meant they brought understanding and knowledge from their personal life into the care they provided.

Staff knew the people they supported exceptionally well and had formed strong and mutually beneficial bonds. There was a small and consistent team who were highly trained and safely recruited, which allowed them to provide bespoke and truly person-centred care.

There was clear management of any risks to people posed by their health or social needs, with people’s care being continually reviewed with them to ensure it continued to meet their needs and preferences. The provider and staff closely monitored people’s care, and were proactive in making referrals to other services should they be concerned about their wellbeing.

People received care that was responsive to their needs, where staff arrived on time and never needed to rush people. Where care tasks were completed early, staff would stay to chat to people and provide wider social support.

There were passionate and committed leaders who demonstrated integrity and compassion, and went above and beyond to advocate for their team and people they supported.

The delivery of care was underpinned by robust governance systems to monitor the quality of care being provided and ensure this continued to be the case. Regular checks were done of people’s care and outcomes to ensure this continued to meet people’s expectations.

The provider cared deeply about the welfare of its workforce, and staff told us their lives had been transformed by working for the service. They took pride in their team and the care they provided, and received support both professionally and personally to thrive and develop their skills and confidence.