All inspections: Future Home Care Limited Kent

The inspection was carried out by one Inspector over six hours. During this time we visited the agency's office, where we reviewed documentation, and talked with the manager and some of the staff. We met two people in their own homes while they had support staff present; and we talked with people on the phone. We also reviewed the results of the 2013 questionnaires which had been sent to people receiving care and their relatives or representatives.

We found that people spoke highly of the agency and were positive about the standards of care they received. One person said: 'The support workers help me to go out, and to do shopping and house work. They are all kind and friendly'.

We observed that people receiving care were relaxed and comfortable in their own homes. They were enabled to carry out activities, outings and hobbies in line with their own preferences.

We found that the agency had good systems in place to ensure that people's ongoing health needs were being met.

The agency had reliable procedures to ensure that staff were suitable to work with vulnerable adults. Staff were trained in safeguarding policies and procedures.

We saw that staff received appropriate induction training, and mandatory training was kept up to date. Staff were supported in their different job roles.

People were asked for their views, and these were taken into account in carrying out ongoing monitoring of the service. Complaints were appropriately investigated, and any required action was taken to resolve these.

The inspection visit was carried out by one Inspector and lasted for over five hours. We (i.e. CQC) visited the main office in Maidstone, and talked with the registered manager and five staff during the visit.

We obtained people's views by reading recent anonymous questionnaire responses sent to the service; and compliments/complaints/suggestions forms which had been left in the supported living houses. Some people had also given feedback to the agency's senior staff when they had carried out spot checks with care staff in people's homes.

We found that people's comments were mostly very positive, with remarks such as:

'We are pleased with the staff who make a lot of effort with our relative."

'The care and support is excellent."

'The staff are superb examples of professionalism in the care field.'

As part of this Compliance Review we visited the Maidstone office of Future Home Care Limited Kent and a Supported Living Scheme, where the agency supplied staff.

Not everyone using the service was able to tell us about their experiences. To help us understand these we spent time with people at the Supported Living Scheme, saw the type of support they got and whether they had positive experiences.

We also had the opportunity to speak with some relatives of people receiving care, who told us they were happy with the support received. Relatives we spoke with told us

'[My relative] always seems to be happy and is never down.' 'I am very pleased with the care [my relative] gets.' '[My relative] is well looked after and safe.'

'[My relative] is treated as a person and treated individually.' '[Staff] always fit in with [my relative] when they go out.' 'We have been fortunate, [my relative] has changed a lot and has a much fuller life.' '[My relative] has a busy agenda and does quite a bit' they have their own care with more freedom.'

'[My relative] is well cared for and staff know [their] disabilities and needs and address them.' 'Staff more than meet [my relative's] needs. They know more [than where they were before] and there is more interaction than the past.'

'I am informed about [my relative's] progress, there is a personal care plan and I get invitations to meetings.' 'Staff keep us informed about life plans, although [my relative] has written it herself and liked the presentation.'

'Staff care and are understanding.' 'Staff are very helpful and friendly.'

'Staff are good and their ability to do the job is good, they know how to use hoists and equipment'and keep [my relative] safe.' 'Staff pick up on so many things and always have done.' 'Staff are good carers'and have attention to detail.'

'If I was concerned, I would complain'but I have no worries at all.' 'I have no concerns, I am happy with the care.' 'I mentioned a minor issue once and it was attended to straight away, I can't fault them.' 'I am informed by staff of any problems, they are always up front and don't conceal anything, they are very on top of it.'

Archived: Future Home Care Limited Kent

All Inspections

17 December 2013

During a routine inspection

9 October 2012

During a routine inspection

6 July 2011

During an inspection in response to concerns