The inspection took place on 17th December 2019 and was announced.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. The agency is registered to provide a service to older adults, younger disabled adults, children and people who misuse drugs and alcohol. Not everyone using MyLife Home Care Maidstone receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’. There were 25 people receiving personal care at the time of our inspection.

There was a registered manager in place who managed another branch belonging to the provider. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Staff received training about safeguarding and understood their responsibilities to protect people from harm and abuse. People told us they felt safe with the staff from MyLife Home Care Maidstone.

Potential risks had been mitigated. Contingency plans were in place to limit disruption to people's care during emergency situations such as, extreme weather.

Safe recruitment practices were followed to ensure staff were suitable to work with people. There were enough staff to fulfil people's assessed care needs.

People's medicines were administered by staff that had been trained and had their competency assessed. Systems were in place to monitor and audit people's medicines records. Staff used protective equipment to protect people from the risk of infection and cross contamination.

People's needs were assessed prior to receiving support from the agency. Care plans contained specific guidance for staff to follow regarding how to meet people's needs. People were supported to remain as healthy as possible with support from health care professionals. Staff supported people to maintain their nutrition and hydration.

People were given the emotional support they required. Staff knew people well and were aware of their likes, dislikes and personal histories. People's preferred method of communication had been recorded and acted on.

People were treated with dignity, respect and their privacy was maintained. Staff were kind, caring and promoted people's independence.

Staff received training, support and guidance to fulfil their role and meet people's needs. New staff completed an induction and worked alongside experienced staff before working alone.

The registered manager, management team and staff understood their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA). People confirmed that they were asked for their consent prior to any tasks being completed.

People's views were sought and acted on to improve the agency. Systems were in place to enable people to make a complaint.

There was an open culture where staff were kept informed about any changes to the role.

Systems were in place to monitor the quality of the service people received. Action was taken when any shortfalls were identified.