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Here2Care (Dartford) Requires improvement

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Inspection report

Date of Inspection: 14 March 2013
Date of Publication: 5 April 2013
Inspection Report published 5 April 2013 PDF | 80.08 KB

Overview

Inspection carried out on 14 March 2013

During a routine inspection

People�s needs were assessed and they were consulted and involved in the planning of their care plans and service delivery.

People told us that they were very happy with the care and support that they or their relatives received, staff were reliable, supportive and flexible. People who used the service were treated with respect and dignity. One person said "The carers are excellent, very caring and professional."

Another person said �I am very happy with the carers and I am very involved in the care planning process on behalf of my relative who receives the service."

We observed telephone conversations within the office where staff answered the phone promptly and spoke to the caller in a polite and courteous way. One carer told us that the staff in the office were very approachable, polite and helpful.

We spoke to a relative of a person who uses the service and they told us that they had been made aware of the complaints policy and how to make a complaint. They stated that they have raised concerns in the past and they were always dealt with swiftly and to their satisfaction.

Staff we spoke to told us that they received regular supervision and that the senior team are available for advice and support. One person said "The senior staff are approachable and very supportive. We saw that staff received regular training appropriate to the needs of the people they support.