The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Boldglen Limited (Gillingham)

Unit 1 Sabre Court,Valentine Close, Gillingham Business Park, Gillingham, Kent, ME8 0RW (01634) 389555

Provided and run by:
Boldglen Limited

All Inspections

22 August 2013

During a routine inspection

The inspection was carried out by one Inspector over five hours. During this time we visited the offices, talked with the manager and staff, and read documentation such as care and support plans and staff training files. To make sure we contacted at least 20% of the people who use the service we arranged for an expert by experience to telephone people, and sent out questions to people to ask for their views about the service. People spoke very positively about the care and support they had received. We obtained comments which included 'They have time for me and always stop for a chat before they leave.' We saw that people's care plans were discussed and agreed with them prior to the commencement of the service', 'Yes I was involved in the assessment of my needs and my care plan was discussed. I wanted to know exactly what times they would come so I would know exactly. They are usually on the dot, it is very rare they are late and they will ring me if they know they will be late,' and 'They are more like friends than carers. We have a laugh when they do my intimate care- it helps me feel less self-conscious.'

The response to the survey was mixed with the main issue being people saying they wanted to know each week who would be visiting especially when their main care worker was away.

The agency had procedures and staff training in place to keep people in its care safe. We found that the service had reliable staff induction and training procedures in place.

People's views were sought and their comments were listened to, and were taken into account to bring about improvements to the service.

14 January 2013

During a routine inspection

We spoke to six people who use the service and their families. Everyone we spoke with was very pleased with the service they received. We had a large number of positive comments which included; 'the staff are always on time and they are very helpful, I really look forward to their visits', 'the staff treat mum with respect, and they keep me well informed,' and 'staff do what I want of them and more sometimes.'

People told us that they were kept informed about who would be visiting and were updated when this changed. However some other people told us they did not always know who would be coming when there main care worker had been on days off. All said that the staff were punctual and that they were contacted by the service if for any reason the care worker was due to be late.

People said that changes they requested were actioned immediately. One person had asked the time of their call to be changed and the agency had responded to their satisfaction.

We found the staff were trained and had the skills and knowledge to provide care to people with differing needs. The service had systems in place to monitor the quality and safety of the care and support they provided.

20 January 2012

During a routine inspection

After we visited we contacted four people on the telephone to ask about the service they received.

The people we spoke with all told us that they were happy with the service and felt well supported. People said that they had no complaints, but felt if they needed to raise any concerns they could contact the office and that they would be listened to.

People told us that staff generally arrived on time and that if they were running late then someone would usually let them know. Two people said that members of staff stayed the full length of time and always checked to see if there was anything else that needed doing before they left the visit. Two people told us that sometimes when they had different members of staff they felt that they sometimes left a bit earlier, but again said that staff would always check to see if anything else needed doing before they left.

They said that they usually had the same carers and that they felt changes were only made if their usual carer was on holiday or off sick. One person said that sometimes there were changes at weekends and that they didn't always know who was coming.

Everyone we spoke to told us that members of staff were polite and treated them with respect.