- Homecare service
KML Kare
Assessment report published 29 July 2025
Contents
Ratings
Our view of the service
Date of Assessment: 8 May 2025 to 19 June 2025. The service is a care at home service providing support to adults of all ages living in their own homes. We gathered information from relatives of people who used the service, the registered manager, health and social care professionals and care staff.
Recruitment records were not always in line with best practice guidance. Gaps in employment had not been accounted for, and appropriate references were not always obtained. The failure to safely recruit staff is a breach of regulation 19 (fit and proper persons employed). We found no evidence that people had been harmed, however, there was the risk of potential harm.
The provider had not submitted CQC statutory notifications in line with requirements. The failure to submit notifications is a breach of regulation 18(reg) (notification of other incidents).
Care records were not always person-centred; some documents were contradictory. Risk assessments did not always identify the risks to people or demonstrate actions had been taken to keep people safe. The provider’s quality assurance audits had not identified the issues we found. The failure to maintain appropriate care records, mitigate risks and have effective governance systems is a breach of regulation 17 (good governance). We found no evidence of negative impact on people using the service, however, there was a risk of potential harm.
Staff built up a good rapport with people who they cared for. The registered manager and provider had oversight of the service. Staff said the registered manager and office staff were approachable and supportive. Health and social care partners gave mixed feedback about the management of the service.
People's experience of this service
Most people and relatives we spoke to gave positive feedback about the care they received. They said that staff were kind and caring, knew people well, and treated them with dignity and respect. People said that staff usually arrived on time and stayed the full length of the call. On occasions when staff were running late people usually received a call to inform them.
One person said, “[Staff] do keep me safe, keep me clean and do all I ask. They’re lovely.” A second person told us, “I feel 100% safe with staff.” Another person commented, “[Staff] visit for half an hour, and they make sure to get everything done, and ask me if I need anything else. I really couldn’t fault them.” A relative said, “[Person] gets carers who they know and that has boosted their confidence a lot.”
Most people and relatives said they hadn’t experienced a missed care call. One relative told us, “No missed calls recently. About 6 months ago, no one came a couple of times. I phoned and they sent somebody. It was about 2 hours late. That’s pretty rare.”