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Home Service Complete Care LLP Good

Inspection Summary

Overall summary & rating


Updated 22 May 2019

About the service: Home Service Complete Care LLP is a domiciliary care agency which provides domestic and personal care to people in their own home, including people with dementia and physical disabilities. The agency provides care and support for people in Herne Bay and the surrounding areas. The office is situated in Herne Bay. At the time of the inspection 62 people were receiving personal care. The Care Quality Commission (CQC) only inspects the service being received by people provided with personal care, where they do we also take into account any wider social care provided.

People’s experience of using this service:

People, relatives and staff told us the quality of care was good, that the service was well managed and that they would recommend the service to others. People said, “I always know who is coming and they are always on time. They [staff] are never rushing”, “I am happy with Home Service – I would not want to change” and “I am completely satisfied with the service I get”.

A relative commented, “I have seen a vast improvement [in my loved one] since we have been using carers. Using Home Service has made a big difference to us as a family”.

All the people we spoke with said they felt safe with staff from Home Service Complete Care LLP coming in to support them.

People continued to be protected from abuse, harm and discrimination and were supported by a team of regular staff who they trusted.

Risks to people were assessed, monitored and regularly reviewed. Staff followed the guidance provided to help people remain safe in their homes.

People’s physical, mental, emotional and social needs were assessed and monitored to support people to remain as healthy as possible and help promote a good quality of life.

People were encouraged to remain as independent as possible and were supported to have maximum choice and control over their life.

People told us the staff were considerate, kind and caring. One person said, “They are my angels of mercy”.

People told us they trusted the staff and valued their relationship.

People received care which had been tailored to their specific requirements. When people’s needs changed the records were updated straight away and staff were informed.

People knew how to complain and were given opportunities to feedback about their care. All the people we spoke with said they did not have any complaints about the service they received.

The service continued to be well-led. All the people and staff we spoke with felt the service was well-managed.

Regular checks and audits continued to be completed and people were asked to provide feedback about the service they received.

The service met the characteristics of Good in all areas. For more details, please see the full report which is on the CQC website at

Rating at last inspection: Good when we inspected on 18 October 2016 (report published 16 November 2016)

Why we inspected: This was a planned inspection based on the rating at the last inspection. The service maintained Good in all areas and Good overall.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

Inspection areas



Updated 22 May 2019

The service was safe

Details are in our Safe findings below.



Updated 22 May 2019

The service was effective

Details are in our Effective findings below.



Updated 22 May 2019

The service was caring

Details are in our Caring findings below.



Updated 22 May 2019

The service was responsive

Details are in our Responsive findings below.



Updated 22 May 2019

The service was well-led

Details are in our Well-Led findings below.