Kemble Care is a domiciliary care agency providing personal care for people with dementia, and/ or older people, physical disabilities, sensory impairment, and younger adults living in their own homes. The service was supporting 97 people at the time of our inspection. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. Some people received visits and other people had staff live with them over a period of time.
People’s experience of using this service and what we found
People were cared for by staff and management team who were passionate about supporting people. They demonstrated boundless empathy and understanding. People were supported by staff who were warm and considerate towards them, who people considered friends. The management team and staff consistently went the extra mile and followed the ethos of “Giving something back.” Excursions, events and experiences were arranged to improve people’s well-being. There was innovative use of technology to improve communication and people’s health and well-being outcomes. The management team and staff lead on improving people’s independence and facilitating meeting people’s cultural beliefs and wishes. People and their relatives felt involved and supported in decision making. People's privacy was respected, and their dignity maintained.
People were cared for by staff who knew how to keep them safe and protect them from avoidable harm. Skilled, knowledgeable staff were available to meet people's needs. People’s risks were assessed and plans in place to guide staff. Safe systems were in place for the management of medicines when people needed support with this. Staff understood and followed infection control and prevention procedures. Incidents and accidents were investigated, and actions were taken to prevent recurrence.
People's needs were assessed, and care was planned and delivered to meet legislation and good practice guidance. Care was delivered by staff who were well trained and knowledgeable about people's needs and wishes. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People and their relatives were positive about the service and the care provided. Staff provided care in a personalised way and worked with the management team to facilitate this. Suggestions and ideas were acted upon from people, families and staff. Staff and the management team were responsive to people's individual needs and flexed the service where possible to support people. People's concerns were listened to and action was taken to improve the service as a result.
The management team were open, approachable and focussed on providing person centred care. They completed checks to monitor and improve the quality of the service provided. The management team and staff engaged well with other organisations and had developed positive relationships. The management team worked on promoting strong community links to ensure people could access the support they needed.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 2 November 2016)
Why we inspected
This was a planned inspection based on the previous rating.
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.