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Care at Home Services (South East) Limited - West Kent & High Weald Requires improvement

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Requires improvement

Updated 21 March 2020

About the service

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of the inspection the service was providing personal care to approximately 180 people.

People’s experience of using this service

People told us their experiences of care were affected by timekeeping and scheduling difficulties. People told us they raised these issues with the office but were rarely asked for feedback about their experience of care. People told us, and records confirmed, their care was not regularly reviewed and care plans were not always up to date. The provider did not have effective systems in place to address these issues. The provider had not identified that the systems in place around the management of medicines were not sufficient, safe or robust. They had identified, but not effectively addressed, that care plans and risk assessments were not updated in response to changes in people’s needs and risks.

People were supported to have choice in their day to day lives and staff supported them in the least restrictive way possible and in their best interests. However, the provider had not always followed best practice guidance in terms of seeking consent.

People told us their regular care workers were kind, compassionate and supportive. Staff spoke about the people they supported in a sensitive manner. Staff recognised the importance of ensuring people were supported in a way that did not discriminate and promoted their dignity and independence.

People and relatives told us they were involved in their initial assessments. People told us they knew how to raise concerns.

Staff told us, and records confirmed, they received the training and support they needed to perform their roles. The registered manager had sought additional training from local dentists to support care staff to deliver oral care.

Staff spoke highly of the registered manager and told us there was a welcoming and friendly atmosphere in the office.

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 requires improvement (published February 2019).

Why we inspected

This was a planned inspection based on the previous rating.

Enforcement

We have identified breaches in relation to medicines and risk assessments, reviewing and updating care plans, and governance systems at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Requires improvement

Updated 21 March 2020

The service was not always safe.

Details are in our safe findings below.

Effective

Requires improvement

Updated 21 March 2020

The service was not always effective.

Details are in our effective findings below.

Caring

Requires improvement

Updated 21 March 2020

The service was not always caring.

Details are in our caring findings below.

Responsive

Requires improvement

Updated 21 March 2020

The service was not always responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 21 March 2020

The service was not always well-led.

Details are in our well-led findings below.