Kingsley Home Care Services Limited

People were positive about their experiences of the agency and said it was both reliable and person- centred. People had confidence with the care staff, but one relative told us there had been regular staff turnover. Their family member had three different care staff in the last six months as staff had left, but emphasised they had all been very good. Two care packages could not continue to be fulfilled and were handed back to the Local Authority due to staffing shortages. This had a negative impact on the people requiring care, but the service had done all it could to help ensure alternative care was found and people were not left without care.

Staff spoken with were confident about the service they were providing and said the induction, training and care practices particularly around infection control were very good. The head of care told us they were expanding the service slowly, and carefully assessing any new referrals to ensure they had the right staffing in place and staff with the right competencies.

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

The manager and head of care regularly sought feedback from people and their relatives about the care delivered so this could be adapted where necessary.

There were clear processes in place to escalate concerns and people and staff were confident that things would be effectively resolved. There were systems in place to protect people from harm and abuse and staff understood actions they should take if abuse was identified.

A robust electronic system was in place to plan, monitor and track care calls. The service was well planned and well delivered with no late or missed calls.

Care reviews were taking place regularly to ensure the effectiveness and responsiveness of care and preadmission assessment were robust.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk