- Homecare service
Austen Allen Homecare - Gravesham
Assessment report published 30 July 2026
Contents
Ratings
Our view of the service
About the service
Austen Allen Homecare – Gravesham is a domiciliary care agency providing personal care and support to people living in their own homes.
Who the service is for
Austen Allen Homecare – Gravesham provides support to older adults, people living with dementia, people with physical disabilities and people living with sensory impairments.
At the time of the assessment, the service was supporting 76 people with the regulated activity of personal care.
Key findings
We carried out this assessment between 15 July to 24 July 2026. We visited the office on 15 July 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
The service had systems in place to safeguard people from abuse and avoidable harm. Staff understood safeguarding responsibilities and were able to explain how they would identify and report concerns. Staff demonstrated a good understanding of incident reporting procedures and told us they would escalate concerns appropriately and seek emergency assistance where required.
Risks to people were assessed and managed. Risk assessments reflected people's individual circumstances and provided clear guidance for staff regarding identified risks. Records reviewed addressed risks associated with mobility, skin integrity, nutrition, medicines, behaviour and health conditions. Staff understood people's risks and were able to describe how they supported people safely whilst promoting independence.
People received support from staff who had undertaken mandatory and role-specific training. Training compliance was monitored through regular audits and management oversight. Where training became overdue, action was taken to ensure completion and managers monitored compliance closely. Staff told us they received the training they needed to carry out their roles safely and effectively.
Medicines were managed safely. Medication records reviewed clearly described the support people required, allergy information, storage arrangements and responsibilities for ordering and disposing of medicines. Medication audits identified issues and managers acted where improvements were required. Staff were confident supporting people with medicines and knew when to seek guidance from managers.
Care plans were person-centred and provided clear guidance regarding how people wished to be supported. Records reflected people's communication needs, preferences, routines and outcomes. Whilst some care plans contained repetitive wording and minor recording inconsistencies, these did not impact on the safe delivery of care. Records promoted independence and reflected what people could do for themselves as well as areas where support was required.
We checked and found that staff and management worked within the principles of the Mental Capacity Act 2005 (MCA) where needed. People were not subject to unlawful or excessive restrictions they had choice control and freedom over their lives.
Staff knew people well and understood their individual needs. People, relatives and staff consistently told us the service provided continuity of care through regular carers who had developed positive relationships with the people they supported. This enabled staff to recognise changes in people's wellbeing and respond appropriately.
The service had systems in place to monitor quality and safety. Audits reviewed medicines, accidents, incidents, complaints and safeguarding concerns. Records demonstrated managers identified issues, investigated concerns, analysed trends and implemented learning. We saw evidence of safeguarding concerns being identified and raised by the provider where appropriate. Managers monitored incidents and safeguarding activity to identify learning and improvement opportunities.
Staff spoke positively about the culture of the service and consistently described managers as approachable, supportive and responsive. Staff told us they felt able to raise concerns and were confident action would be taken. They told us they had enough time to support people and could access additional support from managers when required.
People's experience of this service
People and relatives consistently provided positive feedback about the care they received. People told us they felt safe and described staff as caring, kind and professional. Comments included “Very safe, they are very careful as I have to be lifted by hoist”, “I feel very safe with them” and “Very safe, they are very good at what they do.”
People and relatives told us staff arrived on time, visits were reliable and they experienced good continuity of care. Many described receiving support from a regular group of carers who knew them well. One person told us, “The same team of carers come, I've got to know them.” Another said, “Probably the best care I've ever had.”
People spoke positively about the kindness and compassion shown by staff. Comments included “They are always chatting; they are lovely people”, “They are very patient, very polite” and “The compassion. The kindness they show.”
People told us staff respected their privacy and dignity and involved them in decisions about their care. They said staff explained what they were doing, asked permission before providing support and promoted independence wherever possible.
People and relatives usually found the office easy to contact and spoke positively about communication with managers. Comments included “Ten out of ten”, “The management seem very efficient” and “I can't fault it in any way.”
People were involved in decisions about their care and told us staff respected their choices and preferences. Staff sought consent before providing support and people told us staff listened to them and treated them with dignity and respect.
People and relatives told us they felt listened to and said requests for changes were responded to positively. Most people were aware of how to raise concerns and described the service as responsive and well managed.