Operated by Expertise Homecare (Central & West Kent) Limited

Expertise Homecare (Central & West Kent) Ltd

GoodRated 23/01/2020Home care · Maidstone

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

30 findings

Note30 Oct 2021
High majority of people rated the agency as excellent in the 2017 customer survey; staff expressed pride and satisfaction in their work.
Note30 Oct 2021
Strong quality assurance cycle including quarterly telephone reviews, six-monthly face-to-face reviews, annual questionnaires and an internal audit schedule.
Note30 Oct 2021
Multi-format supervision model combining face-to-face, telephone and observed spot-check supervisions with feedback sought from the person at the end of each call.
Note30 Oct 2021
Comprehensive induction including three days classroom training, a 12-week supervised programme incorporating the Care Certificate, and opportunities for QCF qualifications.
Note30 Oct 2021
Consistent staff allocation through a 'runs' system promoted continuity and enabled people to build relationships with the same carers.

Note30 Oct 2021
Engagement with people, relatives and staff
Note30 Oct 2021
Quality assurance and governance
Note30 Oct 2021
Leadership and culture
Note29 Jan 2020
Working in partnership with others
Note29 Jan 2020
Continuous learning and improving care
Note29 Jan 2020
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements