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Expertise Homecare (Central & West Kent) Ltd Good

Inspection Summary


Overall summary & rating

Good

Updated 23 January 2020

About the service

Expertise Homecare (Central & West Kent) Ltd is a domiciliary care service registered to provide personal care for older people, people who live with dementia, people who have learning disabilities or autistic spectrum disorder and people who have a physical disability. At the time of our inspection 65 people were receiving personal care.

Not everyone using the agency received a regulated activity; the Care Quality Commission (CQC) only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

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

People and their relatives told us they were frustrated with the lack of consistency with care staff. The registered manager had been made aware of several concerns with the interim management team whilst they were on maternity leave. The registered manager decided to return to the business early and had started to implement changes to improve the quality of care people received. Recruitment and retention processes were amended to retain staff, enabling people to receive continuity of care.

People, relatives and others had been asked for their views about the service. As a result, the feedback an action plan had been developed to improve the service people received. The registered manager had increased staff morale and the retention of new staff.

Recruitment of care staff was underway to address the shortfall. Safe recruitment practices were followed to reduce the risk of unsafe staff working with people. Staff received continuous support, supervision and guidance from their line manager. Staff were trained to meet people’s needs including their specialist needs.

People’s needs were assessed before they started using the service to make sure staff could meet their needs. Care plans were personalised to meet people’s needs. People were involved in the development and review of their care plan.

Staff worked alongside healthcare professionals to ensure people remained as healthy as possible. Guidance was available to inform staff how to meet people’s specific health needs. People's personal information was stored securely.

People were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests. People were able to make decisions about their care and support and to maintain control of their lives.

People felt safe with staff who understood the action to take if they suspected potential abuse. Potential risks posed to people had been assessed with action taken to reduce the risk. People’s safety within their home had been recorded, and referrals were made to the appropriate healthcare professionals to promote people’s safety.

Staff treated people with kindness, care and compassion. People’s likes, dislikes and personal histories were recorded within their care plan. People’s privacy and dignity was protected whilst encouraging people to be as independent as they were able to.

People’s feedback, concerns and complaints were listened to and acted on. There were a range of checks and audits in place to promote a high-quality service and continuously improve.

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 overall with Outstanding in responsive (published 23 March 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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

Safe

Good

Updated 23 January 2020

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 23 January 2020

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 23 January 2020

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 23 January 2020

The service was responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 23 January 2020

The service was well-led.

Details are in our well-Led findings below.