SureCare (Croydon and Sutton)

Updated 14 March 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place 8, 12 and 13 February 2019. The inspection was announced. The provider was given 48 hours’ advance notice because the location provides a domiciliary care service and we needed to ensure that people were informed that we would be phoning them at their homes. We also needed the registered manager and staff who delivered care to be available to meet with us when we were on site at the provider’s office.

The inspection was carried out by one inspector and two experts by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Prior to the inspection we reviewed the information we held about SureCare (Croydon and Sutton) including notifications we had received. Notifications contain information about important events the provider is required to tell us about by law. We asked the provider to complete a Provider Information Return (PIR). This is a form that asks the provider to share with us some key information about the service, what the service does well and improvements they plan to make. We used this information when planning the inspection. We also reviewed previous inspection reports.

During the inspection we spoke with 26 people, nine relatives, five staff and the registered manager. We reviewed 12 people’s care records which included needs assessments, risk assessments, care plans and medicines records. We inspected seven staff files and records relating to training, health and safety, quality, contract monitoring and team meetings. We looked at complaints and compliments from people and their relatives.

Following the inspection, we contacted three health and social care professionals to gather their views about the service people were receiving.

Updated 14 March 2019

This inspection took place on 8,12 and 13 February 2019. At our last inspection on 30 June and 5 July 2016 we rated the service ‘Good’ overall and in each key question. At this inspection we found the service continued to be ‘Good’.

SureCare (Croydon and Sutton) is a domiciliary care agency. It provides personal care to people in their own homes.There were 253 people using the service at the time of this inspection.

The was a registered manager in post at the time of our inspection. 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.

People continued to receive their care safely. Staff reduced known risks to people by assessing them and following plans to reduce the possibility of people experiencing avoidable harm. Staff were trained to protect people from improper treatment. The provider cooperated with local safeguarding enquiries. Suitably vetted staff were available in sufficient numbers to deliver people’s care safely and on time as planned. Staff followed appropriate medicines and infection control practices.

People and their relatives participated in their needs assessments. The registered manager ensured that staff were trained, supervised and appraised. People were treated in line with mental capacity legislation and were supported to access healthcare services. People received the support they required to eat and drink enough.

People and their relatives told us that staff were friendly, gentle and kind. Staff respected people’s privacy and treated them with dignity. People’s cultural needs were identified and met. Staff made the time to talk with people.

SureCare (Croydon and Sutton) delivered responsive care. People’s care records guided staff on people’s preferences for how their care needs should be met. The provider was responsive to people’s changing needs. People’s independence was promoted and the provider participated in a project which supported people to regain their independence as quickly as possible following hospital discharge. The provider responded appropriately to complaints.

The registered manager audited the quality of care and support people received and gathered people’s views about their experiences. Care staff felt supported by the registered manager and the office team. There was effective communication throughout the provider’s organisation. The service worked in partnership with other organisations to meet people’s needs and advance research.