About the service Beech Tree Total Care Folkestone & Shepway is a domiciliary care agency providing personal care to people in their own home. At the time of our inspection there were 80 people using the service.
Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People’s experience of using this service and what we found
People told us they felt safe having carers support them in their own homes. They said, “I am supported seven days a week, every day of the year including Christmas day. They never let me down” and, “They are very supportive they are the best agency I have ever had.”
People were supported by staff who had been safely recruited and were skilled and knowledgeable about how to meet people’s needs in the way that suited them best. New staff completed a three-day induction before shadowing experienced staff and getting to know people. Regular staff competency checks were completed to ensure staff actions and behaviours were of a high standard.
People were protected from the risks of discrimination, abuse and avoidable harm. Risks to people’s health, safety and welfare were monitored and reviewed. Measures were in place to reduce risks.
People told us staff always wore the appropriate personal protective equipment (PPE). Staff had access to PPE stock and completed training about how to use it appropriately.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People’s physical, mental health and emotional needs were assessed before they began using the service. Care plans were written with people and focused on their individual specific needs and preferences.
People told us they knew how to complain, but had no complaints about the service they received. They felt confident they would be listened to, should they need to complain. Complaints and compliments were shared with staff to address areas for improvement and to celebrate successes.
The management team completed checks and audits on the quality and safety of the service to make sure they had good oversight.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 23 June 2020 and this is the first inspection.
Why we inspected
This was a planned inspection based on our inspection programme.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.