Home Instead Medway received a Good rating across all five key questions at its first CQC inspection, with 11 people receiving regulated personal care in the Chatham area. The service demonstrated strong person-centred care, safe medicines management, effective governance, and positive feedback from people, relatives, and healthcare professionals.
Strengths
· People expressed high satisfaction with care received, with multiple individuals stating they felt safe and happy with staff.
· Robust medicines management including monthly MAR audits, annual competency checks, and no gaps or omissions recorded.
· Safe recruitment practices including DBS checks and two references for all new staff.
· Personalised, detailed care plans accessible via electronic app to both staff and service users/relatives.
· Strong leadership with an approachable registered manager who delivered person-centred care directly and maintained good governance systems.
Quality-Statement breakdown (20)
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and support; Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their care; Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empowering; Duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood
well-led: Continuous learning and improving care; Working in partnership with othersGood