The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Alzheimer's Society - South West Kent & Maidstone

Zurich House, 1 Meadow Road, Tunbridge Wells, Kent, TN1 2YG (01892) 559410

Provided and run by:
Alzheimer's Society

Important: This service is now registered at a different address - see new profile

All Inspections

13 November 2013

During a routine inspection

We visited the office and spoke with the registered manager. People who were using the service had dementia and were unable to tell us about their experience of using the service. We spoke by telephone with the two relatives and two staff. At the time of the inspection only four people were receiving a personal care service that was regulated.

Relatives told us people who used the service were encouraged to make their own decisions and choices regarding their day to day care and support as much as possible. Relatives confirmed that they and their family member, as far as possible, had given their consent and been involved in discussions about their care, when the service had first started.

Relatives said they were satisfied with the care and support their family member received. One relative told us, "They are excellent'. Another said, 'It's fantastic'. Relatives knew about the support plans and had discussed the care and support with staff.

Relatives felt people received safe and coordinated care and support where more than one provider was involved.

Relatives were all complimentary about the staff. They felt staff had the right skills and experience to meet their needs. One said, 'They are brilliant'.

Relatives felt they had been asked for their views and feedback on the service provided. Relatives told us they felt confident any concerns would be addressed. There were systems in place to monitor the quality of the service.

26 March 2013

During a routine inspection

We spoke with one person who used the service, three relatives, three members of staff, the manager and deputy manager. Some people were unable to talk to us directly about their experiences due to their complex needs, so we used a number of different methods to help us understand their experiences. We spoke with staff on duty, read records and observed some of the support that people were given. During the inspection a person and their carer visited the service for a coffee and enjoyed spending time in their carer's and our company. We observed the person had a good relationship with their carer and that the staff clearly understood people's individual communication needs.

Relatives told us that people were involved in their care as much as possible. A relative told us they were "Totally happy" with the care provision and that staff were approachable and more than willing to discuss care plans with people and their relatives.

People and their relatives were happy with the care they received. Relatives told us there were enough skilled staff to provide the social interventions people requested and that the staff understood people's individual needs.

The relatives we spoke to told us they could express their views about the service freely and that if they had a concern it would be dealt with promptly.