Archived: Thanet Lifestyle Care Limited t/a Home Instead Senior Care - 127A High Street

People and relatives confirmed that they had given their consent and been involved in discussions about their care. We found that people had care plans which were personalised to their individual needs.

We found that staff had a good knowledge of people's needs and knew how they liked their care to be provided. People said 'The staff are pleasant, respectful and courteous, they treat me with dignity'. A relative stated 'The staff treat my relative in a nice way and are very respectful'.

There were systems in place to make sure people received their medication safely. Staff had been checked to make sure they were suitable to work with vulnerable adults.

People told us they had been asked for their feedback on the service they received. They said they did not have any complaints and were confident that when issues were raised they would be listened to and acted upon.

People/relatives said that they had received information about the service when their care first started and someone from the office had visited them to discuss their care and what they needed to be done.

People and their relatives spoke positively about the staff.. They said that all the staff were polite and respected their privacy and dignity. They said that their care was personalised to their needs and said that staff always found out how people preferred to be supported and cared for. One person told us, 'The staff are very professional. They know exactly what to do and they are very mindful of your dignity'. The staff we spoke with had knowledge and understanding of people's needs and knew people's preferred routines.

People/relatives told us and records confirmed that medicines were given to people when they needed them in a safe way.

People/relatives told us that their carers arrived on time and generally stayed for the allocated time. They said that they more or less had the same group of consistent carers.

People and their relatives told us they did not have any complaints about the service. They were confident that if they did the manager would take action to resolve any issues.