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Inspection carried out on 24 September 2018

During a routine inspection

We conducted an announced comprehensive inspection of Kare Plus Maidstone on 24 September 2018. Kare Plus Maidstone is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults, younger adults and people with dementia, learning disabilities, autism or physical disabilities. At the time of our inspection the service was not supporting anyone with autism or learning disabilities.

On the day of our inspection there were 17 people using the service and everyone received the 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 take into account any wider social care provided.

This was the first inspection of this service as the service was registered with CQC on 26 September 2017. A registered manager was 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.

People were protected from abuse and avoidable harm and the provider had effective systems in place to manage this. Risks to people were identified, risk assessments were completed and kept up to date. There was enough safely recruited and suitably trained staff to meet people’s assessed needs. There was some feedback from people that calls had been late, however, staff had the time to meet people’s needs. The provider had acted on this feedback and was implementing a new electronic care system to improve the monitoring of late or missed calls. People were supported with their medicines safely and protected from the risk of infection. Accidents and incidents had been monitored and analysed; and lessons were learnt from these.

People's needs assessments were kept up to date and reflected in people's care records. There was clear guidance for staff on how to support people with their needs in the way the person wanted. People's individual protected characteristics, such as their sexuality or disability were considered during needs assessments and within peoples care plans. People were supported to live healthily and access healthcare. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People were treated with kindness and staff were caring and respectful. The service had received positive feedback from other health professionals, relatives, staff and people. There was a person-centred culture and the managers and staff knew the people they cared for well. People and relatives were involved with their care and staff respected people's need for privacy and dignity. Confidential information was kept secure and people’s independence was promoted.

People received personalised care which was responsive to their needs. Care plans and assessments were kept up to date, were detailed and person centred and recorded what was important to the person. People were involved in their reviews, along with their relatives. People could raise any concerns or complaints they had. The complaints procedure was available to people and complaints were managed appropriately. People’s end of life wishes, where known, were recorded and reflected well in people’s care records.

People, relatives and staff were engaged in the service and the registered manager had acted on feedback received from people and their relatives. The provider had systems in place to promote continuous learning and acted to make improvements. The provider had good oversight of the quality and safety of the service and risks. Regulatory requirements were understood an