Hever Care Limited, a small domiciliary care provider in Tonbridge serving 5 people, received a Good rating across all five key questions in its first CQC inspection conducted remotely in June 2023. The service demonstrated robust care planning, consistent and reliable staffing, transparent family communication via a real-time app, and a well-led culture of continuous improvement and partnership working.
Strengths
· Comprehensive risk assessments documented in care plans, including detailed diabetic action plans and environmental risk considerations for staff.
· Consistent staffing with relatives reporting high satisfaction: 'We are very happy with the consistency of carers, we have mostly two carers who take it in turns, all very good.'
· Real-time app providing families transparent access to care records, fostering trust and reassurance.
· Staff received induction, work shadowing, competency assessments, unannounced spot checks, supervisions and annual appraisals.
· Registered manager responsive to feedback with 'You said. We did.' communications shared with families.
Quality-Statement breakdown (25)
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 live healthier lives, access healthcare services and eat and drink enoughGood
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: 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: 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 careGood