Folkestone homecare service praised for transforming people’s lives

A Kent homecare provider has been awarded the Care Quality Commission’s highest rating after inspectors found staff were helping people remain independent, avoid hospital admissions and rebuild parts of their lives.

Folkestone Home Care has been upgraded from good to outstanding following an inspection in August. The domiciliary care service, operated by Folkestone Home Care Ltd, was supporting 19 people in their own homes at the time of the assessment.

The service was rated outstanding for being effective, caring, responsive and well-led, while its rating for safety remained good.

Inspectors heard that staff knew the people they supported well enough to notice small changes in their health and take prompt action. Relatives said this had helped people remain at home for longer and, in some cases, avoid admission to hospital.

One former paramedic had returned home from hospital with little confidence but was supported back to health and eventually into employment helping other people with complex needs. Another person was helped to reconnect with friends through weekly outings after spending months largely confined to their home.

The CQC also found that care visits were consistently punctual and never rushed. When tasks were completed early, carers remained with people to talk rather than immediately leaving. Staff were matched with individuals who shared similar interests or life experiences, helping relationships feel personal rather than purely functional.

Catriona Eglinton, CQC deputy director of adult social care in Kent, said inspectors had found a service that had “transformed the lives” of the people it supported.

She highlighted the experience of a relative who had felt overwhelmed following a loved one’s dementia diagnosis. After staff listened to her concerns, understood the person’s needs and developed a clear plan, the relative said she cried with relief.

Inspectors also praised the service’s leadership culture. Carers were encouraged to contribute ideas and felt able to raise concerns, while managers responded quickly when people’s needs changed. In one case, the provider arranged round-the-clock support for someone discharged from hospital in a fragile condition until a longer-term care package could be established.

The regulator said Folkestone Home Care demonstrated what could be achieved when independence, dignity and individual relationships were placed at the centre of care.

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