The Care Quality Commission

Archived: First Call Community Systems T/A SureCare (York)

Westminster Business Centre, 10 Great North Way, York Business Park, Nether Poppleton, York, North Yorkshire, YO26 6RB (01904) 520192

Provided and run by:
First Call Community Systems Limited

Important: This service is now registered at a different address - see new profile

All Inspections

16 April 2013

During a routine inspection

Whilst this was a scheduled inspection we also looked at three outcomes where we found non-compliance at our last visit. This was to check whether improvements had been made, and sustained, in those areas.

We spoke with three people who used the service by telephone and visited one person in their home. We also spoke with four support workers, with office-based staff and with the recently appointed general manager.

People told us SureCare provided a reliable service, with competent and trustworthy staff. They said they had been consulted about the care they needed and this was provided in line with what they were wanting. Their comments included "We're very satisfied with the service. We have such confidence in the staff who visit us." And "I have no problem with my carers. They know what they're doing."

We found improved systems were in place to ensure concerns or allegations of mistreatment were managed and reported promptly and appropriately.

We saw improvements in the way workers received personal support and training. One support worker said "Things are a lot more organised now. We're getting better training too."

We noted people's views were being sought and audits (checks) were being completed, to ensure the quality of the service was being kept under review.

We found records about people's care needs had been improved and were now detailed, and provided clear guidance so staff could provide care safely and in a consistent way.

23 August 2012

During a routine inspection

We spoke with three people who either used the service, or whose relative used the service. People gave us mixed comments. One person told us 'We have four girls who come regularly. They're all really nice. They're competent and friendly. They seem to know exactly what they are doing.' They explained that the care workers always talked to their relative about what they were going to do, before they did it. They added 'They're very respectful. They include X in their chats.'

Another person said 'The care is ok. I have a small group of regular carers.' They confirmed the carers knew what they're doing, saying 'I feel perfectly safe when the staff are helping me when we use my hoist.' They added 'I worry though when they are going on holiday.' (about which care worker will replace them).

The third person said that the quality of care varied according to which care worker was delivering it. They thought that their relative's care worked well 60% of the time. They said some care workers were excellent and their relative trusted them. However they said their relative had no confidence in some care workers. They added 'I wonder whether some of them are properly trained.'

One person said they had complained to the office in recent weeks about the care provision. They received an apology and was assured the incident wouldn't happen again. But then it did happen again. They were told they would be contacted to discuss their concern, but until they talked with us they had had no communication from the service.