# Audley Care - Audley Care Willicombe Park

*Operated by Audley Willicombe Limited.*

Audley Care - Audley Care Willicombe Park is a CQC-regulated home-care agency in Tunbridge Wells.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 14/01/2020

## Practical info

- Postcode: TN2 3UU
- Registered manager: Hutchinson, Stephanie
- Local authority: Kent
- Region: South East
- City: Tunbridge Wells
- Last CQC check: 14/Jan/2020 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2020-01-14
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2020-01-14
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2020-01-14

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2020-01-14
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2020-01-14
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2020-01-14
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2020-01-14
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2020-01-14

### Other

- Finding
  - Evidence: Provider demonstrated awareness of Mental Capacity Act principles with documented best interests decisions.
  - Published: 2020-01-29
- Finding
  - Evidence: People and relatives consistently praised staff as caring, dignified, and respectful of independence.
  - Published: 2020-01-29
- Finding
  - Evidence: Annual customer survey with action plan responses, weekly care co-ordinator staff emails, and quarterly spot checks.
  - Published: 2020-01-29
- Finding
  - Evidence: Complaints acknowledged same day and resolved to complainants' satisfaction; compliments used to improve the service.
  - Published: 2020-01-29
- Finding
  - Evidence: Personalised care plans reviewed every six months or sooner on change of need, with individual preferences recorded.
  - Published: 2020-01-29
- Finding
  - Evidence: Regular supervisions every three to six months, care quality checks, and annual appraisals supporting staff development.
  - Published: 2020-01-29
- Finding
  - Evidence: Comprehensive induction including Care Certificate, five classroom days, mentoring, and probationary review.
  - Published: 2020-01-29
- Finding
  - Evidence: Robust staff recruitment process including DBS checks, references, and legal entitlement to work verification.
  - Published: 2020-01-29
- Finding
  - Evidence: Electronic visit monitoring system in place to detect missed calls and arrange alternative cover immediately.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff were knowledgeable about safeguarding and whistleblowing procedures, with two safeguarding incidents handled appropriately and notified to CQC.
  - Published: 2020-01-29

### responsive

- Finding
  - End of life care and support
  - Published: 2020-01-14
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2020-01-14
- Finding
  - Supporting people to develop and maintain relationships to avoid social isolation
  - Published: 2020-01-14
- Finding
  - Meeting people's communication needs
  - Published: 2020-01-14
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2020-01-14

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2020-01-14
- Finding
  - Preventing and controlling infection
  - Published: 2020-01-14
- Finding
  - Using medicines safely
  - Published: 2020-01-14

### well_led

- Finding
  - Continuous learning and improving care and working in partnership with others
  - Published: 2020-01-14
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2020-01-14
- Finding
  - Managers and staff being clear about their roles and understanding quality performance, risks and regulatory requirements
  - Published: 2020-01-14
- Finding
  - Planning and promoting person-centred, high-quality care and understanding duty of candour
  - Published: 2020-01-14

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-147720239

HomeCare Compass is an independent guide and is not affiliated with the CQC.