The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Mears Care - Ashford

1st & 2nd Floors, 15 North Sreet, Ashford, Kent, TN24 8LF (01233) 656520

Provided and run by:
Cera Care Operations Limited

All Inspections

7 November 2013

During a routine inspection

We visited the office and spoke with the operations manager, the acting manager and two members of staff. We later spoke by telephone with the ten people who used the service, six relatives and five staff.

People told us that their privacy and dignity were respected and their independence was encouraged.

People said they were satisfied with the care and support they received. One person told us, "I am very pleased with it and it suits me completely'. Another person said, 'I am quite satisfied with all the help I get'. People knew about their support plans and had discussed their care and support with staff.

Some people managed their own medications. Where staff were involved in the management of medication people told us they got their medication when they should.

People were all complimentary about the staff. They felt staff had the right skills and experience to meet their needs. One person said, 'They are extremely experienced and very caring'.

Most people said they had been asked for their views and feedback on the service provided. Most people told us they felt confident any concerns would be addressed. There were systems in place to monitor the quality of the service.

19 February 2013

During a routine inspection

We spoke with two people who used the service and two relatives. They told us that people using the service were treated with respect by staff. People were involved in planning their own care and support. One person told us that staff "Respect my choices" in respect of the way my personal care is delivered.

People and relatives were mostly positive about the care people received. One relative told us they were "Very happy, cannot fault anything or anyone of the staff". People told us they felt that care was given safely and they could talk to staff or the manager about any problems they had. One person told us they had "No complaints at all". Relatives told us the staff arrived promptly and were skilled in providing the necessary care and understood people's individual needs.

People and relatives we spoke to told us they could express their views about the service freely and if they had a concern and were confident it would be dealt with promptly. People using the service, their relatives and the staff were asked their views about the service by the provider. For example through care reviews, an informal staff and carer gathering which was held in June and satisfaction surveys.

9 September 2011

During a routine inspection

We spoke to people who use the service and their carers over the telephone.

People said that they were happy with the care and support they received. They told us they were involved in their plan of care and were aware of their records

People who use the service told us they received care from regular staff that were trained to do their jobs well. They said they felt safe with the staff who came to support them and staff were polite and caring. They said the staff were flexible and reliable.

People did not have any complaints but felt if they did these would be dealt with. People were given opportunities to say what they thought about the service and management listened.