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Everycare West Kent Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 10 January 2020

About the service

Everycare (West Kent) Ltd is a domiciliary care service providing personal care to people in their own homes. At the time of the inspection there were 56 people using the service. This included older people, people with a physical disability, mental health need and a learning disability. Care and support was provided within and around Tunbridge, Tunbridge Wells and Sevenoaks.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service

People told us they received the care they needed, when they needed it. We found no evidence that people had been harmed. However, it could not be assured people would be given their medicines as prescribed. This was because medication administration records were not regularly checked to make sure they were accurate.

There was a lack of management oversight. Quality monitoring systems were not sufficient or robust enough to identify shortfalls and drive continuous improvement in the service.

People said they were usually supported by staff they knew and trusted, so they felt safe when receiving care. Staff knew how to recognise safeguarding concerns, and these had been appropriately reported to the local authority safeguarding team. Risks to people’s well-being had been assessed and were effectively managed.

Staff had received training and had the skills and knowledge to support people’s individual needs. People were supported to access healthcare services in partnership with their families.

Support for people enabled them to be as independent as possible so they could remain in their own home. They had 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 and their relatives told us staff were kind and caring. They said they were treated with dignity and respect and their independence promoted. Regular care staff knew people’s preferred routines. People told us the emotional support they received from staff was important to their overall well-being.

People said they received care and support that was responsive to their needs. They said staff supported them with the things they needed help with and asked if there was anything else they needed. People told us they did not have any complaints but knew how to complain should they need to. Complaints raised with the provider had been investigated and used to make improvements to the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (published 3 May 2017).

Why we inspected

This was a planned inspection based on the rating at the last inspection.

After the inspection

We received additional feedback from staff members.

Enforcement

We have identified breaches in relation to medicines management and quality monitoring.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Requires improvement

Updated 10 January 2020

The service was safe.

Details are in our Safe findings below.

Effective

Good

Updated 10 January 2020

The service was effective.

Details are in our Effective findings below.

Caring

Good

Updated 10 January 2020

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 10 January 2020

The service was exceptionally responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 10 January 2020

The service was well-led.

Details are in our well-Led findings below.