Date of Assessment: 8 May 2025 to 19 June 2025. The service is a care at home service providing support to adults of all ages living in their own homes. We gathered information from relatives of people who used the service, the registered manager, health and social care professionals and care staff. Recruitment records were not always in line with best practice guidance. Gaps in employment had not been accounted for, and appropriate references were not always obtained. The failure to safely recruit staff is a breach of regulation 19 (fit and proper persons employed). We found no evidence that people had been harmed, however, there was the risk of potential harm. The provider had not submitted CQC statutory notifications in line with requirements. The failure to submit notifications is a breach of regulation 18(reg) (notification of other incidents). Care records were not always person-centred; some documents were contradictory. Risk assessments did not always identify the risks to people or demonstrate actions had been taken to keep people safe. The provider’s quality assurance audits had not identified the issues we found. The failure to maintain appropriate care records, mitigate risks and have effective governance systems is a breach of regulation 17 (good governance). We found no evidence of negative impact on people using the service, however, there was a risk of potential harm. Staff built up a good rapport with people who they cared for. The registered manager and provider had oversight of the service. Staff said the registered manager and office staff were approachable and supportive. Health and social care partners gave mixed feedback about the management of the service.
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KML Kare, a domiciliary care service supporting 62 people in Sunderland, received a Good rating across all five key questions at its first inspection in December 2022. The service demonstrated safe practices, well-trained and supported staff, personalised care planning, and effective quality assurance, with overwhelmingly positive feedback from people, relatives, staff, and health professionals.
Strengths
· People confirmed they felt safe and safeguarding concerns were investigated with action taken and referrals made to local authority safeguarding teams.
· Sufficient staffing levels with reliable, on-time care visits and safely recruited new staff.
· Medicines managed safely with care plans describing support needed and registered manager checking administration.
· Staff received good training, supervision, and peer support, with records showing training up to date.
· Personalised, regularly reviewed care plans covering health, social, communication needs, and end of life care.
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
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: 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: Respecting and promoting people's privacy, dignity and independenceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
responsive: Planning personalised care to ensure people have choice and controlGood
responsive: End of life care and supportGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving care; Working in partnership with othersGood