• Services in your home
  • Homecare service

Genuine Care Homecare Services Limited

Overall: Outstanding read more about inspection ratings

139/139A High Street, Edenbridge, Kent, TN8 5AX (01732) 866627

Provided and run by:
Genuine Care Homecare Services Limited

Latest inspection summary

On this page

Background to this inspection

Updated 18 July 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection team consisted of one inspector, an assistant inspector and an expert by experience (ExE). An ExE is a person who has personal experience of using or caring for someone who uses this type of care service, older people and dementia care.

Service and service type:

Genuine Care Homecare is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older adults, people with physical disabilities and people who are living with dementia.

Not everyone using Genuine Care Homecare services receives a regulated activity; 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 consider any wider social care provided.

The service had a manager registered with the Care Quality Commission. This means that they and the provider were legally responsible for how the service was run and for the quality and safety of the care provided.

Notice of inspection:

We gave the service 48 hours’ notice of the inspection visit because the manager and staff were often out of the office supporting staff or providing care. We needed to be sure that they would be in.

Inspection site visit activity started on 25 April 2019 and ended on 26 April 2019. We visited the office location on 25 April 2019 to see the registered manager and office staff; and to review care records and related documents.

What we did:

We reviewed information we had received about the service, including feedback from two health and social care professionals and one commissioner. The registered manager had completed a Provider Information Return (PIR). Providers are required to send us key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During inspection we looked at the following:

We spoke with six people using the service, four relatives, a healthcare professional, six members of staff, other senior staff and the registered manager.

We viewed care records, medicines records, records of accidents and incidents, audits and quality assurance reports, feedback received, one staff recruitment file, staff training records and rotas.

Following this inspection, the registered manager provided us with additional information we requested around controlled medicines. We also received further feedback from one relative and a health care professional.

Overall inspection


Updated 18 July 2019

About the service: Genuine Care Homecare Services is a home care agency that provides care and support to adults in their own homes through visits or live-in care. The service was providing personal care to 55 people in Edenbridge and surrounding areas.

People’s experience of using this service:

The registered manager’s (who was also the provider) enthusiasm for caring for people was highly infectious and was clearly felt by all who met them. This therefore promoted a high quality and caring culture within the service which achieved remarkably positive outcomes for people.

All feedback was overwhelmingly positive from people, relatives, health and social care professionals, commissioners and staff for all aspects of the service.

Care staff were well trained, highly caring and competent; and engaged with the provider who empowered them to provide high quality care and support with continuity for people.

People were supported to stay well and have a good quality of life in line with their wishes and relatives were confident their loved ones were safe and well cared for. The service was highly flexible, and person centred so people could have as much or as little support as they needed. People were truly respected and supported to maintain control of their lives and were involved as much as possible.

People were provided with excellent care at the end of their lives. People were enabled to have a pain free and positive death, in that a compassionate environment was created for them in line with their wishes.

The provider had earned an excellent reputation and was part of their local community. They had continued to find new ways to support people, their relatives and their local community with the development of their drop-in centre.

The home met the characteristics of Outstanding in Caring, Responsive and Well-led.

Rating at last inspection: Outstanding (report published 01 September 2016).

Why we inspected: This was a comprehensive planned inspection.

Follow up: We will continue to monitor this service and plan to inspect in line with our re-inspection schedule for those services rated Outstanding.