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Inspection carried out on 28 January 2016

During a routine inspection

We inspected the service on the 28 January 2016. This inspection was unannounced on the first day, arrangements were made for a second day at the home on the 1st February 2016.

Boldglen provides personal care to older people, including people with dementia and physical disabilities in their own home and support in the community. The agency provides care for people in the Medway area and Swale which includes Sittingbourne and the Isle of Sheppey. There were around 200 people receiving support to meet their personal care and community support needs on the day we inspected.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were protected against the risk of abuse. Staff recognised the signs of abuse or neglect and what to look out for. Both the registered manager and staff understood their role and responsibilities to report any concerns and were confident in doing so.

Risk assessments were detailed and gave staff guidance about any action staff needed to take to make sure people were protected from harm.

Effective recruitment processes were in place and followed by the registered manager. Staff had the opportunity to discuss their performance during one to one supervision meetings and annual appraisal. Staff also received appropriate training with timely refresher training so they were supported to carry out their roles.

There were suitable numbers of staff on shift to meet people’s needs. People’s planned care was allocated to members of staff and at appropriate times.

People were supported and helped to maintain their health and to access health services when they needed them.

People told us staff were kind, caring and communicated well with them. People’s information was treated confidentially. Paper records were stored securely in locked filing cabinets.

Procedures and guidance in relation to the Mental Capacity Act 2005 (MCA) was in place which included steps that staff should take to comply with legal requirements.

People’s view and experiences were sought through review meetings and through surveys. People’s views about the service were positive.

People were supported to be as independent as possible. People had access to additional resources through the service to prevent loneliness.

People told us that the service was well run. Staff were positive about the support they received from the registered manager. They felt they could raise concerns and they would be listened to.

Audit systems were in place to ensure that care and support met people’s needs.

Communication between staff within the service was good. They were made aware of significant events and any changes in people’s behaviour.