Archived: Gravesend Age Concern

People told us they were treated with respect by the staff and one person said, 'The staff are all friendly and treat me very well; they cannot do enough for me!' We were told by people that they knew how to raise any issues around their care and had been told about the process should they need to make a complaint. One person told us, 'I know about the complaints procedure, I have been told about it but I have never needed to use it.'

The staff we spoke with demonstrated a good knowledge of safeguarding procedures and policies and demonstrated how they would recognise and report suspected abuse. Staff told us they were supported through supervision and regular staff meetings and this enabled them to provide a good quality service to the people who used the service.

The people who used the service were complimentary about the provider and the quality of care they received and the professionalism of care staff. One person told us, 'I am very happy with the service I receive, all the staff are professional in their approach, it was my occupational therapist who recommended me to them.'

People using the service said they felt safe and secure with their carers. One person told us "the staff are all so friendly... they listen to what it is that I want and they always treat me with respect".

Prior to our inspection the provider contacted the Care Quality Commission to inform us that Gravesend Age Concern would be merging with a number of locations within North Kent. As such, the name of the organisation would be changing to Age UK North West Kent. Due to missing information and an incomplete application form, we were required to reject the providers application to change the name. We spoke with the registered manager during the inspection and provided additional guidance on how to process the changes to the existing registration and have asked that a new, fully completed application be submitted to CQC so that the changes can be processed accordingly.