# Cera- Kent

*Operated by Cera Care Operations Limited.*

Cera- Kent is a CQC-regulated home-care agency in Faversham.

## CQC Ratings

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

Rating published: 08/06/2019

## Practical info

- Postcode: ME13 8GD
- Registered manager: Lumley, Louise
- Local authority: Kent
- Region: South East
- City: Faversham
- Last CQC check: 24/Nov/2020 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2022-08-04
- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-08-04
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-08-04

### effective

- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2022-08-04
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-08-04

### Other

- Finding
  - Evidence: Personal and confidential information was kept secure.
  - Published: 2022-10-11
- Finding
  - Evidence: Staff treated people with compassion, dignity and respect during visits and stayed for the expected time.
  - Published: 2022-10-11
- Finding
  - Evidence: Staff followed Mental Capacity Act 2005 principles when seeking consent.
  - Published: 2022-10-11
- Finding
  - Evidence: Staff worked with health and social care professionals (district nurses, OTs, GPs) to deliver joined-up care.
  - Published: 2022-10-11
- Finding
  - Evidence: Staff received induction and ongoing training, including specialist training where required.
  - Published: 2022-10-11
- Finding
  - Evidence: Safe recruitment practices including DBS checks and full employment history.
  - Published: 2022-10-11
- Finding
  - Evidence: Risks to people were assessed and staff took action to reduce risks and keep people safe.
  - Published: 2022-10-11
- Finding
  - Evidence: Staff were trained to identify and report safeguarding concerns and people felt protected from abuse.
  - Published: 2022-10-11
- **leadership** _(moderate)_
  - Evidence: the regional director did not have oversight of our concerns.
  - Published: 2022-10-11
- **record_keeping** _(moderate)_
  - Evidence: we found there was insufficient auditing of people's care records.
  - Published: 2022-10-11
- **communication_with_families** _(moderate)_
  - Evidence: people did not always know who was visiting and were not always able to choose who they were supported by.
  - Published: 2022-10-11
- **complaints_handling** _(critical)_
  - Evidence: improvements had not always been made as a result of complaints... steps had not been taken to learn lessons from the complaints received
  - Published: 2022-10-11
- **person_centred_care** _(critical)_
  - Evidence: The failure to provide person centred care which reflected the person's personal preferences and needs was a breach of Regulation 9
  - Published: 2022-10-11
- **governance** _(critical)_
  - Evidence: Quality assurance audits of had not been effective in identifying the issues we found during our inspection.
  - Published: 2022-10-11
- **incident_learning** _(moderate)_
  - Evidence: The registered manager had not taken sufficient steps to ensure lessons were learned when things went wrong.
  - Published: 2022-10-11
- **medication_management** _(critical)_
  - Evidence: one person's MAR we reviewed, which covered August 2018, identified there were 13 gaps in recording, by seven different staff members.
  - Published: 2022-10-11
- **missed_or_late_visits** _(critical)_
  - Evidence: Missed calls - sometimes no calls at all for the whole day.
  - Published: 2022-10-11
- **staffing_levels** _(critical)_
  - Evidence: There were an insufficient number of staff to meet the needs of those using the service
  - Published: 2022-10-11

### responsive

- Finding
  - End of life care and support
  - Published: 2022-08-04
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-08-04
- Finding
  - Planning personalised care to meet people's needs, preferences, interests and give them choice and control
  - Published: 2022-08-04

### well_led

- Finding
  - Working in partnership with others
  - Published: 2022-08-04
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-08-04
- Finding
  - Planning and promoting person-centred, high-quality care and support with openness; and how the provider understands and acts on their duty of candour responsibility
  - Published: 2022-08-04
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving care
  - Published: 2022-08-04

## 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/1-4339536848

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