The Care Quality Commission

Archived: Age Concern Faversham

2 Middle Row, Faversham, Kent, ME13 7AJ (01795) 532766

Provided and run by:
Age Concern Faversham

Important: The provider of this service changed. See new profile

All Inspections

17 January 2014

During a routine inspection

This inspection was carried out by one inspector over the course of six hours. Time was spent in the office where we spoke with the manager and staff. We also looked at records relating to people's care, staff training records and the quality assurance processes. To make sure we contacted people who used the service we arranged for an expert by experience to telephone people. We also looked at over 50 surveys that had recently been returned to the service following their annual quality assurance questionnaire.

The surveys showed us that people responded positively to questions about continuity, punctuality and reliability of staff. All the responses stated that people were happy with the service they received and people felt that staff treated them with kindness and respect. People we spoke with confirmed the results of the agency's survey. Comments included, 'I couldn't praise them enough'. 'They give utmost respect. Utmost dignity. Mum is of the old school, 94 and really likes to be respected'. 'They are very good people. They do everything for me'.

People's needs were assessed and care plans were discussed and agreed with people before they started the service.

Staff received training and induction appropriate to the care and support they provided.

The provider had an effective system to manage the quality of the service provided. People's views were sought and their comments were listened to.

8 November 2012

During a routine inspection

The inspection was carried out by one inspector who spent five hours visiting the office and was able to speak to the registered manager, office staff and two care staff. We spoke with three people who used the service and two family carers during telephone conversations following our visit.

We found that everyone who used the service spoke highly of the care provided by the care staff who visited them and the support provided by the manager and office staff. People told us "I am completely happy with the service and I can't find any faults with them" and "They have been absolutely tremendous from the minute I picked up the phone to call them". People said that staff were "Exceptional", "Committed", "Caring" and "Genuine".

We found that people received continuity of care from regular staff who arrived on time and gave them the care they needed. We were told "I usually get the same person, sometimes it's different but not very often and they always let me know", and "They always stay the whole time and check to see if anything else wants doing". People said that staff always had time for a chat and this was important to them.

People were supported to have their say about the service and were listened to if they had any concerns.

16 December 2011

During a routine inspection

We spoke to six people who used the service and looked at a selection of thank you letters and cards sent to the agency.

The people we spoke to were complimentary about the service and the care provided by staff. They told us that they felt well supported and that staff always asked them what help they needed.

People told us that they had regular staff who visited them, although this sometimes changed at the weekends. They said, however, that they had no complaints about any of the care staff who visited. People told us that staff were polite and respectful and that they always made sure that they carried out all their duties before leaving.

Comments included "They do everything really well" and "I don't know what I'd do without them".

People told us that they had no complaints but if they had any concerns they were confident that they would be resolved.

Comments from cards and thank you letters included

"We would have found it more difficult to cope if it wasn't for Age Concern".

Staff have always been kind, courteous, extremely helpful and efficient"

"The charity should be rightly proud of all its staff each one of whom repeatedly went the extra mile"