SureCare Rugby & North Warwickshire

Updated 7 November 2017

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 was 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.

We inspected the service on 5 October 2017 as an announced inspection. We gave the provider two days’ notice of our inspection visit so we could be sure the manager and other members of the management team were available to speak with us. This inspection was undertaken by one inspector.

Before our inspection visit, we asked the provider to send to us a Provider’s Information Return (PIR). The document allows the provider to give us key information about the service, what it does well and what improvements they plan to make. We were able to review the information as part of our evidence when conducting our inspection.

We also reviewed the information we held about the service. We looked at information received from the local authority commissioners and the statutory notifications the manager had sent us. A statutory notification is information about important events which the provider is required to send to us by law. Commissioners are people who contract services, and monitor the care and support the service provides, when they are paid for by the local authority.

We received feedback from four people's relatives about their views of the service. In addition, we received feedback from two local professionals who had regular contact with people who used the service.

During the inspection we spoke with the registered manager and the care manager. We received feedback from three care staff about what it was like to work for the service.

We looked at a range of records about people’s care including three people's care files in detail, including their daily records and medicines records. This was to assess whether the care people received met their identified needs.

We reviewed records of the checks the manager/provider made to assure themselves people received a quality service. We looked at staff files to check staff were receiving supervision and appraisals to continue their professional development.

Updated 7 November 2017

This inspection took place on 5 October 2017. The inspection was announced. The provider was given two days’ notice of our inspection. This was to ensure the registered manager and staff were available when we visited the agency’s office.

This was the first time the service had been inspected. SureCare Rugby is a small domiciliary care agency which provides personal care for people in their own homes. Most people received support from staff several times each day. On the day of our inspection visit the agency was providing support to five people.

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. There was a registered manager in place at the time of our inspection visit, who was also the provider. We refer to the registered manager as the manager in the body of this report.

Staff understood their responsibilities to protect people from the risk of abuse, and other risks that related to their care and support. The manager checked staff’s suitability for their role before they started working at the service. The manager made sure there were enough staff to support people safely.

Staff offered people choice and respected their decisions. People were complimentary about the staff who supported them, describing them as kind and caring.

Care was delivered based on the individual needs of each person. People and their relatives were included in planning how they were cared for and supported, and people were supported by a consistent staff team who had the skills to meet their needs. People were referred to healthcare services when their health needs changed.

Staff knew people well and respected their privacy and dignity. People told us they knew how to make a complaint if they needed to. The manager had procedures in place to respond to complaints in a timely way.

The manager/provider checked the quality of the service and acted to continuously improve it; people, their relatives and staff were encouraged to share their opinions about the quality of the service and these were listened to.