Audley Care Tunbridge Wells achieved a Good rating across all five key questions at its December 2016 inspection, with 50 people using the service. The service demonstrated strong safeguarding practices, personalised care planning, well-supported staff, and effective quality assurance systems with no areas of concern identified.
Strengths
· Staff were knowledgeable about safeguarding and whistleblowing procedures, with two safeguarding incidents handled appropriately and notified to CQC.
· Electronic visit monitoring system in place to detect missed calls and arrange alternative cover immediately.
· Robust staff recruitment process including DBS checks, references, and legal entitlement to work verification.
· Comprehensive induction including Care Certificate, five classroom days, mentoring, and probationary review.
· Regular supervisions every three to six months, care quality checks, and annual appraisals supporting staff development.
Audley Care Willicombe Park was rated Good across all five key questions at this November 2019 inspection, with 52 people receiving personal care. The service demonstrated strong person-centred care, safe medicines management, effective risk assessment, a positive learning culture, and compassionate staff who regularly went above and beyond for people.
Strengths
· Staff consistently described as kind and caring by people and relatives, with examples of going above and beyond (e.g. coming in on days off, staying overnight with a person awaiting an ambulance).
· Detailed, person-centred care plans covering medical conditions, individual personalities, preferences, life histories and communication needs.
· Safe medicines management with regular staff competency checks and clear allergy guidance.
· Robust safeguarding systems including up-to-date training, safeguarding contact details on ID badges, and a bespoke 'Safecall' whistleblowing system.
· Strong incident learning culture: medicines errors led to reflective supervisions and team discussion; moving and handling incidents triggered OT reassessment and further training.
Quality-Statement breakdown (23)
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: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Planning and promoting person-centred, high-quality care and understanding 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 staffGood
well-led: Continuous learning and improving care and working in partnership with othersGood