Home Instead Crowborough, Tenterden & Rye

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

The registered manager carried out pre-assessments with people and their relatives. Advice from professionals was sought when needed. The registered manager ensured existing staff had the necessary training and skills to support people. Ongoing support was provided to staff through regular supervision and appraisal meetings. Some people were supported with their nutrition and hydration needs. 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.

People told us that staff were kind and respected their privacy and dignity. People's cultures and beliefs were supported with some being regularly supported by faith leaders. People's independence was safely promoted. People were encouraged to do daily tasks and to mobilise independently but with the support of staff if needed.

People received person-centred care tailored to their needs and daily routines. People were supported to make and attend health and social care appointments and were supported out on short trips for shopping or to local cafes. Some people needed support with communication due to living with hearing issues. Staff sometimes used boards to write things down for people which people told us they found helpful. A complaints policy was in pace and easily accessible to people and relatives. Staff had completed end of life training and were able to tell us the important aspects of caring for people at that important stage in their lives.

Everyone spoke well of the registered manager who provided support to people and staff and demonstrated

visible leadership. People and relatives were provided opportunities to feedback about the service and people told us they were confident that issue raised would be listened to. Staff had daily conversations with the registered manager and regular supervision meetings where issues were discussed. Team meetings were held monthly. Auditing processes were in place and the computerised system for recording information meant that mangers could quickly access information. The registered manager had a clear vision of future development of the service and worked well with statutory partners.