About the service
Kensey Care Services is a domiciliary care agency providing personal care to 39 people aged 65 and over at the time of the inspection.
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 and what we found
People told us they felt safe whilst receiving support from the service. Staff understood their responsibilities to keep people safe and report any concerns. The provider had ensured there were sufficient records and checks in place to maintain and promote people’s safety.
People were supported by staff who had received training to carry out their roles. Staff confirmed they felt confident in their work and could easily ask for more training. Records showed people’s needs were assessed and recorded and external advice was regularly sought to help ensure the support people received met best practice.
People told us they received the right support with food and drink, medicines and any healthcare needs. Records showed that any problems were highlighted and dealt with promptly.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People told us they were treated with kindness and respect. Staff spoke about people in a caring way and placed value on the relationships they had with people and the positive impact they had on people’s lives.
Staff were able to describe for each person the best way to communicate and understand people, which helped ensure people’s views were heard.
People told us the care they received was how they wanted it and based on their choices and preferences. People confirmed they were involved in the content of their care plans; these helped ensure staff provided consistent care based on people’s wishes.
People understood how to raise concerns or complaints about the service. Records showed action to resolve these was taken promptly.
There was a positive culture within the service and staff team. The registered manager told us staff were encouraged to suggest ideas regarding how people’s support could be improved and this had led to improved outcomes for people.
The registered and deputy managers carried out quality assurance checks on all aspects of the service. Any required changes were shared with staff and action taken to improve the service. People told us their views of the service were sought and that they thought the service was well led.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection This service was registered with us on 2 July 2019 and this is the first inspection.
Why we inspected
This was a planned inspection to provide a rating for the service.
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.