# Age UK Maidstone

Age UK Maidstone 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: 06/09/2017

## Practical info

- Postcode: ME15 6XW
- Registered manager: Macpherson, Louise
- Local authority: Kent
- Region: South East
- City: Maidstone
- Last CQC check: 19/May/2022 - 00:00

## Inspection findings

### caring

- Finding
  - Privacy and dignity
  - Published: 2020-01-29
- Finding
  - Kindness and compassion
  - Published: 2020-01-29

### effective

- Finding
  - Mental Capacity Act compliance
  - Published: 2020-01-29
- Finding
  - Staff training and support
  - Published: 2020-01-29

### Other

- Finding
  - Evidence: Lone working procedures and business continuity plan in place to protect staff safety
  - Published: 2020-01-29
- Finding
  - Evidence: ISO 9001 quality management accreditation awarded in October 2015
  - Published: 2020-01-29
- Finding
  - Evidence: Strong consent and Mental Capacity Act compliance with consent forms completed prior to service
  - Published: 2020-01-29
- Finding
  - Evidence: Comprehensive service user guide produced for both services covering rights, costs and expectations
  - Published: 2020-01-29
- Finding
  - Evidence: Robust safeguarding policy with dedicated safeguarding lead and staff confident to raise concerns
  - Published: 2020-01-29
- Finding
  - Evidence: Effective infection control procedures including a newly purchased sterilising machine
  - Published: 2020-01-29
- Finding
  - Evidence: Staff were kind, caring and compassionate, respecting people's privacy and dignity at all times
  - Published: 2020-01-29
- Finding
  - Evidence: Staff were trained, supervised, and received annual appraisals supporting their development
  - Published: 2020-01-29
- Finding
  - Evidence: People felt safe with staff and were protected from risk of harm through appropriate risk assessments
  - Published: 2020-01-29
- **other** _(minor)_
  - Evidence: A fire risk assessment was in place... However, this was due to be reviewed in January 2015 but had not been at the time of our inspection.
  - Published: 2020-01-29
- **person_centred_care** _(minor)_
  - Evidence: The views of people receiving either service were not actively sought to drive improvement and improve the quality of the service.
  - Published: 2020-01-29
- **care_planning** _(moderate)_
  - Evidence: Six out of the seven files we viewed had not had their needs reviewed in line with the policy. Five of the files we viewed had not been reviewed since October 2015.
  - Published: 2020-01-29
- **governance** _(moderate)_
  - Evidence: The manager of the service was not registered with the Care Quality Commission.
  - Published: 2020-01-29
- **record_keeping** _(moderate)_
  - Evidence: None of the three files we checked contained copies of any documents which confirmed staff identity. For example driving licence or passport.
  - Published: 2020-01-29
- Finding
  - Evidence: Recommendations from the previous inspection regarding recruitment audit, needs reviews, and seeking people's views were all acted upon
  - Published: 2020-01-29
- Finding
  - Evidence: Complaints policy accessible to people; no formal complaints received since the last inspection
  - Published: 2020-01-29

### responsive

- Finding
  - Complaints handling
  - Published: 2020-01-29
- Finding
  - Care review — bathing service
  - Published: 2020-01-29
- Finding
  - Care planning and assessment
  - Published: 2020-01-29

### safe

- Finding
  - Infection control
  - Published: 2020-01-29
- Finding
  - Risk management
  - Published: 2020-01-29
- Finding
  - Safeguarding
  - Published: 2020-01-29
- Finding
  - Recruitment procedures
  - Published: 2020-01-29

### well_led

- Finding
  - Staff support and team meetings
  - Published: 2020-01-29
- Finding
  - Seeking and acting on people's views
  - Published: 2020-01-29
- Finding
  - Registered manager in post
  - 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/1-569529381

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