# Expertise Homecare (Central & West Kent) Ltd

*Operated by Expertise Homecare (Central & West Kent) Limited.*

Expertise Homecare (Central & West Kent) Ltd is a CQC-regulated home-care agency in Maidstone.

## CQC Ratings

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

Rating published: 23/01/2020

## Practical info

- Postcode: ME15 6RJ
- Registered manager: Richards, Natalie
- Local authority: Kent
- Region: South East
- City: Maidstone
- Last CQC check: 23/Jan/2020 - 00:00

## Inspection findings

### caring

- Finding
  - Consistency and continuity of staff
  - Published: 2021-10-30
- Finding
  - Person-centred care and involvement in care planning
  - Published: 2021-10-30
- Finding
  - Privacy and dignity
  - Published: 2021-10-30

### effective

- Finding
  - Communication systems
  - Published: 2021-10-30
- Finding
  - Nutrition, hydration and health support
  - Published: 2021-10-30
- Finding
  - Mental Capacity Act and consent
  - Published: 2021-10-30
- Finding
  - Supervision and appraisal
  - Published: 2021-10-30
- Finding
  - Staff training and induction
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: High majority of people rated the agency as excellent in the 2017 customer survey; staff expressed pride and satisfaction in their work.
  - Published: 2021-10-30
- Finding
  - Evidence: Strong quality assurance cycle including quarterly telephone reviews, six-monthly face-to-face reviews, annual questionnaires and an internal audit schedule.
  - Published: 2021-10-30
- Finding
  - Evidence: 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.
  - Published: 2021-10-30
- Finding
  - Evidence: Comprehensive induction including three days classroom training, a 12-week supervised programme incorporating the Care Certificate, and opportunities for QCF qualifications.
  - Published: 2021-10-30
- Finding
  - Evidence: Consistent staff allocation through a 'runs' system promoted continuity and enabled people to build relationships with the same carers.
  - Published: 2021-10-30
- Finding
  - Evidence: Customer and relative portal accessible from anywhere in the world allowed people and families to track visits, view care plans and see which staff were attending.
  - Published: 2021-10-30
- Finding
  - Evidence: Registered manager purchased a minibus and deployed a dedicated team to a hard-to-reach area in Kent, enabling hospital discharge for multiple people who would otherwise have remained in hospital.
  - Published: 2021-10-30
- Finding
  - Evidence: Provider developed an innovative online software system stored on encrypted electronic tablets enabling staff to access care plans, risk assessments, medicines management and rotas in the field.
  - Published: 2021-10-30

### responsive

- Finding
  - Complaints handling
  - Published: 2021-10-30
- Finding
  - Care planning, assessment and review
  - Published: 2021-10-30
- Finding
  - Innovative use of technology to meet people's wishes
  - Published: 2021-10-30

### safe

- Finding
  - Staffing levels and business continuity
  - Published: 2021-10-30
- Finding
  - Safe recruitment
  - Published: 2021-10-30
- Finding
  - Risk assessment and management
  - Published: 2021-10-30
- Finding
  - Medicines management
  - Published: 2021-10-30
- Finding
  - Safeguarding people from abuse
  - Published: 2021-10-30

### well_led

- Finding
  - Engagement with people, relatives and staff
  - Published: 2021-10-30
- Finding
  - Quality assurance and governance
  - Published: 2021-10-30
- Finding
  - Leadership and culture
  - Published: 2021-10-30
- Finding
  - Working in partnership with others
  - Published: 2020-01-29
- Finding
  - Continuous learning and improving care
  - Published: 2020-01-29
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2020-01-29

## 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/1-2476660205

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