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Dimensions Kent Domiciliary Care Office Outstanding

The provider of this service changed - see old profile

We are carrying out a review of quality at Dimensions Kent Domiciliary Care Office. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating


Updated 30 December 2016

The inspection took place on 7 and 8 November 2016 and was announced.

Dimensions Kent Limited provides supported living services to people living in their own homes. At the time of this inspection fourteen people were being supported who had high complex needs and required a one to one bespoke service. It is a specialist service for people that have anxious or emotional behaviour that has limited their quality of life and experiences. .Each person had a tenancy agreement for their property and received 24 hour support in all aspects of their care to enable them to remain as independent as possible. People lived in several properties in the East Kent area in their own flats, with communal areas. The care and support people received was overseen by a manager (who was applying to be registered), and two locality managers, who were in day to day charge of the service.

The previous registered manager had left the service on 31 October 2016. The organisation had taken prompt action and appointed a new manager who had experience in covering these types of services in other areas of the same organisation. They commenced their duties on 1 November 2016 and their application to become the registered manager was currently being processed by the Care Quality Commission. If a service does not have a registered manager in post at the time of the inspection the rating in the well led domain is restricted to being judged as requires improvement. At this inspection as the registered manager’s application was being processed by CQC and the evidence in well led was positive we having taken a proportional and balanced view to rate the domain as good. A registered manager is a person who has registered with CQC 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.

People, staff and relatives spoke highly of the management and staff. They told us that it was an excellent service where people were supported to enjoy their lives to the full. The management team and staff were passionate and committed to supporting people with person centred care to have meaningful lives, and reach their full potential. The management team visions and values were imaginative and person-centred, and made sure people were at the heart of the service. The culture of the service was extremely positive, with a clear vision of providing high quality care to people. The management team sustained high quality practice, with the ethos of development and continuous improvement of the service. Everyone we spoke with were highly motivated and actively involved in the service to ensure that people received consistent high quality care.

Staff understood the importance of making people feel safe and protected from harm. Staff treated people with respect at all times; they were patient and kind, and gently encouraged people to take their time to communicate their needs. Detailed plans about individual’s communication needs enabled people to express themselves in ways that were understood by staff. People showed affection towards staff who listened and acted on what they said or needed.

People were encouraged to live their lives to the full and risks were managed proactively. When activities did not go as planned the staff reviewed the risk assessments and made adjustments so people could continue with their chosen activity safely. When people’s behaviours impacted on their day to day lives, detailed guidance was available to staff to support them to manage their anxieties. People’s finances were protected and checked to make sure people could access their monies when they wanted to.

Systems were in place to record accidents or incidents, with a clear process to investigate, review and look for patterns and trends to reduce the risk of re-occurrence. The provider had a busin

Inspection areas



Updated 30 December 2016

The service was safe.

Staff ensured that people were kept safe and protected from harm and abuse.

People were supported to take positive risks to live their lives in the least restrictive way possible whilst being protected from avoidable harm.

Staffing levels were flexible and determined by people's needs.

Safety checks and a thorough recruitment procedure ensured new staff were suitable to work with the people being supported.

People received their medicines safely and medicines were reviewed and monitored to ensure they were effective.



Updated 30 December 2016

The service was effective.

Staff were skilled in meeting people's needs and received ongoing support and training so that people received effective care.

People were supported to express themselves and be involved as much as possible with day to day decisions about their care. Staff were knowledgeable about their responsibility to maintain people’s rights and choices.

People had an active and healthy lifestyle with support from the staff and health care professionals.

People were supported to prepare and eat a healthy varied diet of their choice.



Updated 30 December 2016

The service was outstanding in caring for people.

Staff had extremely positive and caring relationships with people and knew them well.

The management team and staff were extremely committed to a strong person centred culture which put people first.

People received support to make choices and decisions about their care to enhance their quality of life.

Staff promoted people's independence and encouraged them to

do as much for themselves as possible.

People were treated with dignity and their confidentiality was respected.



Updated 30 December 2016

The service was outstanding in responding to people’s needs.

The service was a dedicated one to one service, where staff were matched to people’s shared interests. Relatives told us that it was standard practice that staff provided excellent support.

People received care that was based on their individual needs and preferences. People and their relatives were involved in planning their care and staff were very flexible when they needed to respond quickly to people’s changing needs or wishes.

People were listened to. There were systems in place to enable people to share any concerns with the staff. There had been no complaints in the past year.



Updated 30 December 2016

The leadership and management of the service was good.

The management team knew people well and without exception staff and relatives told us the organisation was very well led.

There was an open and inclusive ethos of the service and feedback from everyone was actively encouraged to evaluate and improve the service.

Staff told us they felt valued and were totally committed to providing the best quality of care the service could achieve.

The service worked effectively in partnership with other organisations and forged positive links with the community to improve the lives of people with disabilities.

Records were accurate, organised and stored securely.