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Scott Care's Medway Branch Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 24 October 2020

About the service

Scott Care’s Medway Branch provides personal care to older people living in their own homes. At the time of the inspection 127 people were using the service.

People’s experience of using this service and what we found

People received safe care and the provider had made improvements since our last inspection. There were enough staff to ensure people’s needs were met. Where there had been incidents of missed visits the provider and registered manager had taken robust action to prevent these recurring. New risk assessments had been implemented to ensure all risk to people were managed safely.

Lessons had been learnt by the provider when things went wrong and used to make improvements. New systems had been implemented to ensure people received their medicines safely. The provider had managed well during the Coronavirus pandemic and had robust policies and procedures in place to prevent and control infection.

There were improvements to the management of the service since the last inspection. There was a better oversight of areas for improvement from incidents, accidents and complaints. There were clear action plans for how these would be addressed. There was still some improvement needed for more detail and clearer actions from quality audits. The provider and registered manager sought people’s views on their care provided and worked with other health and social care professionals to meet people’s needs.

For more details, please see the full report which is on the CQC website at

Rating at last inspection and update

The last rating for this service was requires improvement (published 18 April 2020) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve.

At this inspection we found improvements had been made and the provider was no longer in breach of regulations in the safe and well-led domains.

Why we inspected

We received concerns in relation to people missing their care visits as planned. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection. The overall rating for the service has not changed. This is based on the findings at this inspection.

We found no evidence during this inspection that people were at risk of harm from this concern. The provider has taken action to mitigate the risk of missed care visits. Please see the safe and well-led sections of this report.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Scott Care’s Medway Branch on our website at

Follow up

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.

Inspection areas



Updated 24 October 2020

The service was safe.

Details are in our safe findings below.


Requires improvement

Updated 24 October 2020


Requires improvement

Updated 24 October 2020


Requires improvement

Updated 24 October 2020



Updated 24 October 2020

The service was well-led.

Details are in our well-Led findings below.