- Homecare service
PentaCare (West Kent)
Assessment report published 26 October 2026
Contents
Ratings
Our view of the service
This inspection took place between 7 October and 16 October 2026 and was announced. We visited the office on 8 October 2026.
PentaCare (West Kent) is a domiciliary care service providing personal care to people living in their own homes. At the time of our assessment, the service was supporting 44 people with the regulated activity of personal care. Support included both scheduled home care visits and live-in care arrangements. At our last inspection, published in February 2023, the service was rated Requires Improvement and was found to be in breach of Regulation 17 (Good Governance).
During this assessment, we found clear evidence that significant improvements had been made. Leaders had strengthened oversight and quality assurance arrangements and were able to demonstrate how governance systems were used to identify concerns, monitor performance and drive improvement. We saw examples of issues being identified through audits, reviews and governance processes, with actions recorded, followed up and completed. The provider's improvement plans demonstrated a clear understanding of the concerns identified at the previous inspection and the steps taken to address them. As a result, the service was no longer in breach of Regulation 17.
Care records reflected people's individual needs and circumstances rather than a standardised approach. Records were regularly reviewed and updated and demonstrated that care changed when people's needs, wishes or circumstances changed. The service worked in partnership with people, relatives and professionals to ensure care remained relevant and responsive to changing needs.
The provider demonstrated a strong focus on achieving outcomes that were important to people. Reviews, reassessments and ongoing monitoring were used to identify changes in people's needs and to adapt care and support accordingly. We saw examples where partnership working with people, families and healthcare professionals resulted in meaningful changes to care arrangements and people's quality of life.
The service also placed importance on people's wellbeing, social inclusion and quality of life. In addition to delivering personal care, the provider had developed opportunities for people to remain socially connected and engaged within their communities. These initiatives helped people maintain relationships, reduce the risk of loneliness and remain involved in activities that were important to them.
Staff received induction, training, competency assessments, supervision and spot checks relevant to their role. Workforce records demonstrated leaders maintained oversight of staff development, competencies and wellbeing. Staff described managers as approachable and supportive and told us they felt able to raise concerns. Governance systems demonstrated that concerns raised by both people and staff were listened to, investigated and acted upon where required.
The provider demonstrated not only that improvements had been made since the last inspection, but that systems were now in place to identify, monitor and respond to risks, concerns and opportunities for improvement before they affected people's care and support. People received safe, personalised care from a service which focused on achieving outcomes, maintaining independence and supporting people to live well.
People's experience of this service
People and their relatives spoke positively about the care and support provided. They told us staff were kind, respectful and took the time to get to know them as individuals. Many described positive, trusting relationships with staff and felt support was delivered by people who understood their routines, preferences and what was important to them.
A strong theme throughout the feedback was the way staff encouraged people to remain involved in their day-to-day lives. People described being supported to maintain their independence, make choices about their care and continue doing the things they were able to do for themselves. This reflected what we found when reviewing care records, which focused on people's strengths, goals and desired outcomes as well as the support they required.
People and relatives also spoke positively about opportunities to stay socially connected and involved in their communities. Tea parties, newsletters, community events and wellbeing initiatives were valued and helped people maintain relationships, reduce loneliness and remain engaged with others. Some people described these opportunities as making a significant difference to their confidence, wellbeing and quality of life. Feedback showed people felt supported when difficulties arose. People gave examples of staff responding appropriately following accidents, contacting health professionals when concerns were identified and providing reassurance during periods of uncertainty. People told us they felt safe and had confidence in the care they received.
People described a service where they felt valued, listened to and treated with respect. Their experiences reflected the person-centred culture we found throughout the assessment and demonstrated positive outcomes in relation to wellbeing, independence, involvement and quality of life.