# Care at Home Services (South East) Limited – Tonbridge, Tunbridge Wells and South West Kent

*Operated by Care at Home Services (South East) Limited.*

Care at Home Services (South East) Limited – Tonbridge, Tunbridge Wells and South West Kent 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 | Requires improvement |

Rating published: 18/06/2022

## Practical info

- Postcode: TN2 3FX
- Local authority: Kent
- Region: South East
- City: Tunbridge Wells
- Last CQC check: 18/Jun/2022 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting people to express their views and be involved in making decisions about their care; Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-06-18
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-06-18

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-06-18
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-06-18
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2022-06-18
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-06-18
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-06-18

### Other

- Finding
  - Evidence: The agency had effective working relationships with external professionals and commissioners who gave positive feedback.
  - Published: 2022-06-18
- Finding
  - Evidence: Strong recruitment procedures including DBS checks and reference verification helped ensure only suitable staff were employed.
  - Published: 2022-06-18
- Finding
  - Evidence: Complaints were handled effectively and people felt comfortable raising concerns.
  - Published: 2022-06-18
- Finding
  - Evidence: People and relatives reported staff were kind, caring and respectful, supporting dignity, independence and emotional well-being.
  - Published: 2022-06-18
- Finding
  - Evidence: Staff monitored people's health effectively and worked well with other professionals to ensure timely, coordinated care.
  - Published: 2022-06-18
- Finding
  - Evidence: Person-centred care plans were regularly reviewed and accessible to staff via a mobile app, enabling real-time updates.
  - Published: 2022-06-18
- Finding
  - Evidence: Consistent staffing meant people built positive relationships with care workers who knew their individual needs and preferences.
  - Published: 2022-06-18
- Finding
  - Evidence: People felt safe and staff knew how to provide care safely, with robust safeguarding awareness and clear reporting processes.
  - Published: 2022-06-18
- **governance** _(moderate)_
  - Evidence: Some areas required improvement. For example some people's medicines had not always been administered as prescribed and some staff refresher training was overdue.
  - Published: 2022-06-18
- **communication_with_families** _(moderate)_
  - Evidence: I get a rota so I know what the week looks like but if they make changes, you don't always get notified. You worry you have been left off the list.
  - Published: 2022-06-18

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-06-18
- Finding
  - End of life care and support
  - Published: 2022-06-18
- Finding
  - Meeting people's communication needs
  - Published: 2022-06-18
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2022-06-18

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2022-06-18
- Finding
  - Using medicines safely
  - Published: 2022-06-18
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2022-06-18
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-06-18
- Finding
  - Staffing and recruitment
  - Published: 2022-06-18

### well_led

- Finding
  - Working in partnership with others; Continuous learning and improving care
  - Published: 2022-06-18
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-06-18
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-06-18
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-06-18

## 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/1-9304774101

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