Operated by Dera Care Limited

Home Instead Medway

GoodRated 29/04/2023Home care · Gillingham

CQC Key Questions

Safe

Good

People are protected from abuse and avoidable harm.

Effective

Good

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Good

Services are tailored to people's needs.

Well-led

Good

Leadership and culture support quality care.

What inspectors found

28 findings

Note29 Apr 2023
Supporting people to express their views and be involved in making decisions about their care; Respecting and promoting people's privacy, dignity and independence
Note29 Apr 2023
Ensuring people are well treated and supported; respecting equality and diversity

Note29 Apr 2023
Ensuring consent to care and treatment in line with law and guidance
Note29 Apr 2023
Supporting people to live healthier lives, access healthcare services and support; Staff working with other agencies to provide consistent, effective, timely care
Note29 Apr 2023
Supporting people to eat and drink enough to maintain a balanced diet
Note29 Apr 2023
Staff support: induction, training, skills and experience
Note29 Apr 2023
Assessing people's needs and choices; delivering care in line with standards, guidance and the law

Note29 Apr 2023
Comprehensive complaints policy and proactive 'client next day courtesy calls' to check satisfaction after visits.
Note29 Apr 2023
Positive staff culture with regular supervisions every 3 months, observations of practice, and responsive management support.
Note29 Apr 2023
Effective partnership working with external agencies including Community Engagement and Partnership Working and the Non-Visible Disability Initiative.
Note29 Apr 2023
Strong leadership with an approachable registered manager who delivered person-centred care directly and maintained good governance systems.
Note29 Apr 2023
Personalised, detailed care plans accessible via electronic app to both staff and service users/relatives.
Note

Note29 Apr 2023
End of life care and support
Note29 Apr 2023
Improving care quality in response to complaints or concerns
Note29 Apr 2023
Meeting people's communication needs
Note29 Apr 2023
Planning personalised care to ensure people have choice and control and to meet their needs and preferences

Note29 Apr 2023
Preventing and controlling infection
Note29 Apr 2023
Using medicines safely
Note29 Apr 2023
Systems and processes to safeguard people from the risk of abuse
Note29 Apr 2023
Staffing and recruitment
Note29 Apr 2023
Assessing risk, safety monitoring and management; Learning lessons when things go wrong

Note29 Apr 2023
Continuous learning and improving care; Working in partnership with others
Note29 Apr 2023
Engaging and involving people using the service, the public and staff, fully considering their equality characteristics
Note29 Apr 2023
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
Note29 Apr 2023
Promoting a positive culture that is person-centred, open, inclusive and empowering; Duty of candour

Source: CQC inspection reports under the Open Government Licence v3.0.

Practical info