Home Instead Canterbury received a Good rating across all five key questions on its first CQC inspection, with 21 people using the service at the time, 8 receiving personal care. The service demonstrated strong person-centred values, safe staffing and recruitment practices, and effective governance, with the newly appointed manager proactively auditing and rectifying record-keeping shortfalls.
Strengths
· People felt safe and staff demonstrated strong knowledge of safeguarding procedures and escalation routes
· Positive feedback from people and relatives describing staff as 'caring', 'lovely', 'compassionate' and 'perfect'
· No missed or late visits reported; staff arrived on time and stayed for the required duration
· Robust recruitment practices including full employment history checks, references, right-to-work and DBS checks
· Staff trained in medicines management with competency assessed by manager and field care supervisor
Quality-Statement breakdown (22)
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: 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 careGood
caring: 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 empoweringGood
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 staffGood
well-led: Continuous learning and improving care; Working in partnership with othersGood