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We are carrying out checks at Boldglen Limited Medway Swale using our new way of inspecting services. We will publish a report when our check is complete.

Inspection Summary

Overall summary & rating


Updated 11 March 2016

We inspected the service on the 28 January 2016. This inspection was unannounced on the first day, arrangements were made for a second day at the home on the 1st February 2016.

Boldglen provides personal care to older people, including people with dementia and physical disabilities in their own home and support in the community. The agency provides care for people in the Medway area and Swale which includes Sittingbourne and the Isle of Sheppey. There were around 200 people receiving support to meet their personal care and community support needs on the day we inspected.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were protected against the risk of abuse. Staff recognised the signs of abuse or neglect and what to look out for. Both the registered manager and staff understood their role and responsibilities to report any concerns and were confident in doing so.

Risk assessments were detailed and gave staff guidance about any action staff needed to take to make sure people were protected from harm.

Effective recruitment processes were in place and followed by the registered manager. Staff had the opportunity to discuss their performance during one to one supervision meetings and annual appraisal. Staff also received appropriate training with timely refresher training so they were supported to carry out their roles.

There were suitable numbers of staff on shift to meet people’s needs. People’s planned care was allocated to members of staff and at appropriate times.

People were supported and helped to maintain their health and to access health services when they needed them.

People told us staff were kind, caring and communicated well with them. People’s information was treated confidentially. Paper records were stored securely in locked filing cabinets.

Procedures and guidance in relation to the Mental Capacity Act 2005 (MCA) was in place which included steps that staff should take to comply with legal requirements.

People’s view and experiences were sought through review meetings and through surveys. People’s views about the service were positive.

People were supported to be as independent as possible. People had access to additional resources through the service to prevent loneliness.

People told us that the service was well run. Staff were positive about the support they received from the registered manager. They felt they could raise concerns and they would be listened to.

Audit systems were in place to ensure that care and support met people’s needs.

Communication between staff within the service was good. They were made aware of significant events and any changes in people’s behaviour.

Inspection areas



Updated 11 March 2016

The service was safe.

Staff were knowledgeable about protecting people from harm and abuse.

Effective recruitment procedures were in place.

Risks to people’s safety and welfare were managed to make sure they were protected from harm.

There were enough staff deployed to meet people’s needs.



Updated 11 March 2016

The service was effective.

Staff had received training relevant to their roles. Staff had received supervision and good support from the management team.

People gave us positive feedback about the choices they were supported to make and the support they received at meal times.

Staff had a good understanding and awareness of the Mental Capacity Act.

People received medical assistance from healthcare professionals when they needed it.



Updated 11 March 2016

The service was caring.

People were treated with dignity and respect. Staff knew people well.

People’s confidential information was respected and locked away to prevent unauthorised access.

People were involved with their care. Their care and treatment was person centred.



Updated 11 March 2016

The service was responsive.

The service was flexible and responded quickly to people’s changing needs or wishes.

The service provided additional support to people when they recognised they suffered from loneliness.

People received care that was based on their needs and preferences. They were involved in all aspects of their care and were supported to lead their lives in the way they wished to.

The service had a complaints policy, people were aware of how to make a complaint.



Updated 11 March 2016

The service was well led.

The home had an open and approachable management team.

Staff were supported to work in a transparent and supportive culture.

There were effective systems in place to monitor and improve the quality of the service provided.