# Main office

*Operated by Help at Home (Medway) Limited.*

Main office is a CQC-regulated home-care agency in Rochester.

## CQC Ratings

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

Rating published: 07/05/2021

## Practical info

- Postcode: ME1 1EL
- Local authority: Medway
- Region: South East
- City: Rochester
- Last CQC check: 07/May/2021 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Previous breaches of Regulations 12 and 17 fully remediated at this inspection
  - Published: 2025-12-12
- Finding
  - Evidence: Staff felt valued; positive team culture with shared values around diversity and person-centred care
  - Published: 2025-12-12
- Finding
  - Evidence: Registered manager led by example, promoted open culture and understood duty of candour
  - Published: 2025-12-12
- Finding
  - Evidence: Communication needs assessed and documents provided in accessible formats including large print
  - Published: 2025-12-12
- Finding
  - Evidence: Care plans co-produced with people and relatives, regularly reviewed and kept up to date
  - Published: 2025-12-12
- Finding
  - Evidence: Strong infection prevention and control measures including PPE spot checks and COVID-19 testing
  - Published: 2025-12-12
- Finding
  - Evidence: Medicines management supported by staff training, competency assessments and regular audits
  - Published: 2025-12-12
- Finding
  - Evidence: No missed calls in the last 12 months
  - Published: 2025-12-12
- Finding
  - Evidence: People supported by regular carers who did not rush them, with travel time factored into scheduling
  - Published: 2025-12-12
- Finding
  - Evidence: Detailed, person-centred risk assessments including condition-specific guidance for diabetes and epilepsy
  - Published: 2025-12-12

### responsive

- Finding
  - End of life care and support
  - Published: 2025-12-12
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2025-12-12
- Finding
  - Meeting people's communication needs
  - Published: 2025-12-12
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2025-12-12

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2025-12-12
- Finding
  - Preventing and controlling infection
  - Published: 2025-12-12
- Finding
  - Using medicines safely
  - Published: 2025-12-12
- Finding
  - Staffing and recruitment
  - Published: 2025-12-12
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2025-12-12
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2025-12-12

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff; working in partnership with others
  - Published: 2025-12-12
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2025-12-12
- Finding
  - Continuous learning and improving care; managers and staff being clear about their roles and understanding quality performance, risks and regulatory requirements
  - Published: 2025-12-12

## 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/1-5286543549

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