# Welcome Support

*Operated by Welcome Support Services Ltd.*

Welcome Support 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: 17/01/2023

## Practical info

- Postcode: TN1 1XP
- Registered manager: Payne, Mark
- Local authority: Kent
- Region: South East
- City: Tunbridge Wells
- Last CQC check: 17/Jan/2023 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Previous regulatory breach (statutory notifications) fully remedied with no ongoing breach
  - Published: 2023-01-17
- Finding
  - Evidence: Effective multi-professional working including with pharmacists, community nurses and OTs
  - Published: 2023-01-17
- Finding
  - Evidence: Open, inclusive leadership culture with regular staff supervision and quarterly service-user surveys
  - Published: 2023-01-17
- Finding
  - Evidence: Robust monthly governance audits covering care plans, risk assessments, medicines and safeguarding
  - Published: 2023-01-17
- Finding
  - Evidence: Strong complaint handling with duty of candour embedded in investigations and outcomes
  - Published: 2023-01-17
- Finding
  - Evidence: Communication needs were well-documented, including use of Makaton and communication passports
  - Published: 2023-01-17
- Finding
  - Evidence: Care plans were person-centred, co-produced with people, and kept up to date as needs evolved
  - Published: 2023-01-17
- Finding
  - Evidence: Medicines management included competency spot-checks and re-training following any errors
  - Published: 2023-01-17
- Finding
  - Evidence: Consistent, familiar staffing with structured introductions of new staff to people using the service
  - Published: 2023-01-17
- Finding
  - Evidence: Detailed, personalised risk assessments with clear staff guidance, reviewed regularly and updated as needs changed
  - Published: 2023-01-17

### responsive

- Finding
  - End of life care and support
  - Published: 2023-01-17
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-01-17
- Finding
  - Supporting people to avoid social isolation and take part in activities
  - Published: 2023-01-17
- Finding
  - Meeting people's communication needs
  - Published: 2023-01-17
- Finding
  - Planning personalised care to ensure people have choice and control
  - Published: 2023-01-17
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2021-10-30

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-01-17
- Finding
  - Preventing and controlling infection
  - Published: 2023-01-17
- Finding
  - Using medicines safely
  - Published: 2023-01-17
- Finding
  - Staffing and recruitment
  - Published: 2023-01-17
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-01-17
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-01-17

### well_led

- Finding
  - Continuous learning and improving care
  - Published: 2023-01-17
- Finding
  - Engaging and involving people, the public and staff; working in partnership
  - Published: 2023-01-17
- Finding
  - Promoting a positive, person-centred, open and inclusive culture; duty of candour
  - Published: 2023-01-17
- Finding
  - Managers and staff being clear about their roles and understanding quality, performance, risks and regulatory requirements
  - Published: 2023-01-17
- Finding
  - Working in partnership with others
  - Published: 2021-10-30
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2021-10-30
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2021-10-30
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2021-10-30

## 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/1-4696418121

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