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Genuine Care Homecare Services Limited Outstanding

Inspection Summary

Overall summary & rating


Updated 1 September 2016

This inspection was announced and was carried out on 15, 18 and 19 July 2016. We gave the registered manager short notice of the inspection because we needed to make sure they and staff would be available to speak with us. Genuine Care homecare is a home care agency situated in the town of Edenbridge. The service provides care and support to adults in their own homes through scheduled appointments and through the provision of live-in care staff. The service supports older people, people with physical disabilities and people who are living with dementia. The service does not provide care for children. The agency covers Edenbridge, Sevenoaks, Biggin Hill and surrounding areas.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The registered provider was also the registered manager of the service.

People were safe when using this service. Staff were trained in how to protect people from abuse and harm. They knew how to recognise signs of abuse and how to report any concerns. Risks to people’s wellbeing were assessed and action taken to reduce these. The service focused on keeping people safe whilst promoting their independence. People were supported to manage their medicines in a safe way. Staff responded quickly to changes in people’s health and worked with other health care professionals to meet their needs. People were given support and advice to ensure they could prepare and eat a varied and healthy diet.

There were enough staff to meet people's needs and staffing levels were flexible according to people’s changing needs. The registered manager followed safe recruitment practices to ensure that staff were suitable to work with people. Staff were qualified and received training that helped them to deliver a high quality service to people. The registered manager provided support and guidance to staff to ensure they were equipped to carry out their roles. Staff felt valued by the registered manager and supported in their roles.

People were asked to consent before any care was given. Where people had difficulty making decisions the principles of the Mental Capacity Act 2005 were followed to ensure people’s rights were protected. People were involved in planning their care and their views about how this should be delivered were recorded and respected. Clear information about the service, the management, the facilities, and how to complain was provided to people. Information was available in a format that met people’s needs.

People told us that the staff were extremely caring. Staff communicated effectively with them, responded to their needs promptly and treated them with kindness and respect. Staff knew people well and were exceptional at delivering care that made people feel valued. The service regularly went above and beyond the agreed care package to deliver sensitive and caring support to people. They had enabled people to access their local community and do things they had previously been restricted in doing. The registered manager was passionate about promoting person centred values as the basis of the service and ensured these were followed consistently by staff. The staff understood the importance of ensuring people’s emotional needs were met as well as their physical needs. Staff had been trained, through the local hospice, to provide sensitive and compassionate care for people who were reaching the end of their life.

People’s privacy was respected and people were supported in a way that respected their dignity and independence. The staff promoted people’s independence and encouraged them to do as much as possible for themselves. Staff understood that people’s needs could fluctuate daily and they were able to provide a flexible and responsive approach to changes in need. A healthcare professional told us, “Some of my clients can only remain in their home because they have this particular agency.”

People received care that was responsive to their individual needs. People told us that the care they received was “exceptional”. They were involved in developing care plans that reflected their needs and their preferences and staff were skilled in delivering their care in the way they preferred. The service routinely reviewed people’s needs and were quick to respond when their needs changed. People received a flexible service and could make changes to their visits without additional charge.

People’s views about the quality of the service they received was sought and people’s views listened to. The registered manager took action to make improvements based on feedback from people, staff and other stakeholders. The registered manager was passionate about the values of the agency and committed to providing the very best service to people. This passion and commitment had been cascaded to all staff who spoke positively about people’s rights and their role to enable people to live meaningful and empowered lives.

The service was exceptionally well led. One person told us “We have used other agencies before and I can honestly say Genuine Care are excellent.” The registered manager was proactive in keeping up to date with relevant best practice guidance in person centred care and the care of people living with dementia. They encouraged and enabled staff to improve their knowledge and skills on an ongoing basis. The registered manager had a proactive and effective system for monitoring the quality and safety of the service and ensuring the ongoing improvement of service delivery. The registered manager was honest and transparent in their leadership of the service. A healthcare professional told us, “I find them to be helpful, considerate and honest. If they are unable to take a service user they will advise, rather than take them on and then let them down.”

Inspection areas



Updated 1 September 2016

The service was safe.

Staff were trained in the safeguarding of vulnerable adults and were knowledgeable about recognising the signs of abuse.

Risk assessments were centred on the needs of the individuals and there were sufficient staff on duty to safely meet people’s needs. Thorough staff recruitment procedures were followed in practice to ensure staff were suitable to work with people.

People were supported to manage their medicines in a safe way.



Updated 1 September 2016

The service was effective.

All staff had completed the training they required to safely and effectively meet people’s needs. They had opportunities to complete other training relevant to their roles. Staff held a health and social care qualification that enabled them to deliver effective care.

The provider was meeting the requirements of the Mental Capacity Act 2005. People were asked to consent before care was given.

People were referred to healthcare professionals promptly when required and staff worked in partnership with them to meet their health needs. People were supported and enabled to prepare and eat a varied and healthy diet.



Updated 1 September 2016

The service was exceptionally caring.

Staff knew people well and had developed positive relationships with them that were based on respect and empowerment. Staff consistently delivered a caring and compassionate service. They frequently went beyond the requirements of the agreed care plan to ensure people felt valued and led meaningful lives.

Information was provided to people about the service and how to complain. People were involved in the planning of their support.

Staff respected people’s privacy and promoted people’s independence. They encouraged people to do as much for themselves as possible. Staff understood the importance of meeting people’s emotional needs in addition to their physical care needs. The care provided was sensitive and tailored to their individual requirements.



Updated 1 September 2016

The service was responsive.

People’s needs were assessed before care was provided. People’s care plans were personalised to reflect their wishes and what was important to them. Care plans and risk assessments were reviewed and updated when people’s needs changed. People received a personalised service.

People knew how to complain and were confident to raise any concerns. The registered manager sought people’s views, listened to them and acted upon them to secure improvements to the service.



Updated 1 September 2016

The service was exceptionally well-led.

The registered manager was passionate about providing an outstanding service to people to enable them to live meaningful lives. Their values had been cascaded to the staff who held strong person centred values and delivered care that reflected these. There was an open and positive culture which focussed on people and this was strongly embedded in the core of the service.

There was an effective system of quality assurance in place. The registered manager carried out audits to identify where improvements could be made and took action to improve the service. People’s views formed a key part of the ongoing improvement plan for the service. There was a commitment to the continual development of the service to ensure it reflected best practice.