Kaplan Care Dartford

We found that the service continues to Require Improvement in relation to the Safe domain.

We identified one breach of the legal regulations. People’s risks assessments were not detailed enough to give staff information about how to support people safely, particularly around people’s health needs. Safeguarding procedures were not followed. Lessons were not always learned when things went wrong and from incidents and accidents. Staff were not supported to be effective in their roles. There were enough staff deployed to meet people’s needs and there was good care continuity.

We found that the service is now Good in relation to the Effective domain.

People’s needs were assessed and planned for. Staff worked closely with people, their relatives and health professionals to ensure care and support delivered met their needs. However, consent was not always documented and reviewed regularly. The provider told us they were in the process of reviewing people’s care plans.

We found that the service continues to Require Improvement in the Caring domain.

People were treated with kindness, compassion and respect. Staff cared for people as individuals and their dignity and privacy was respected. People were supported and encouraged to be as independent as they could, and staff responded to people’s immediate needs. However, staff well-being was not always promoted. Staff told us their morale was low working for the provide.

We found that the service continues to Require Improvement in relation to the Responsive domain.

We identified one breach of the legal regulations. The provider did not deal with concerns and complaints the service received effectively to ensure they were used to drive improvement. People and their relatives told us they were involved in planning and reviewing their care. However, they told us staff did not always follow specific guidance on how people’s care should be delivered.

We found that the service continues to Require Improvement in relation to the Well-led domain.

We identified one breach of the legal regulations. There was no registered manager at the service at the time of the inspection. People, their relatives and staff told us the director/provider was not always available to run the service. There was a lack of leadership support for staff to enable them to be effective. There was a poor culture in the service. Staff did not always follow the policies and procedures in place, and this had not been addressed with staff. Records of complaints, incidents and accidents and concerns about the service were not maintained. There were no systems in place to discuss and share learning from incidents and accidents. The quality of the service was not effectively monitored and assessed to identify gaps.