Archived: Mears Care - Sunderland

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, their relatives and the staff supporting them, and from looking at records.

If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

Before people started using the service, initial assessments were carried out and specific instructions were provided for staff to follow when attending a call. This meant the staff knew how to care for the people who used the service.

Staff had been suitably checked and the provider had an effective recruitment procedure in place.

We saw that the provider had a policy in relation to the Mental Capacity Act (MCA) 2005. The manager understood the service's responsibilities under the MCA and told us that there had not been a requirement to carry out any assessments. We saw that all of the people whose care records we looked at had capacity to make their own decisions.

Is the service effective?

We saw that support plans and risk assessments were up to date and reflected people's individual needs. We spoke with people who used the service and their family members, who told us they were involved in the planning of care.

Staff we spoke with were knowledgeable about the people who used the service and could describe to us people's individual needs.

Is the service caring?

The assessment, planning and delivery of care and support was centred on the individual and considered all aspects of their individual circumstances.

People and their family members told us they were happy with the care provided by Mears Care. People told us, 'I couldn't wish for any better', 'they are very good' and 'the carers are lovely'.

Is the service responsive?

People were asked for their views during three monthly visits to check their care and via annual surveys.

We saw from surveys that the agency received positive feedback from people who used the service. Comments included, 'Very pleased with the service' and 'all the care workers are very helpful and have time for a chat whenever I feel a bit down'.

People told us they had never made a complaint but knew how to if they were unhappy about anything.

Is the service well-led?

The provider gathered information about the safety and quality of their service from a variety of sources.

The agency had a registered manager. The manager held regular team meetings with staff and staff told us they felt supported by the manager.

We found that people received the care and support that they needed and individual needs were established before people started using the service.

The manager had systems in place to regularly check the quality of the care and people's comments and complaints were listened to and acted on effectively. One person told us 'I know that I can just pick up the phone if I want anything'.

Staff were fully supported to meet people's needs because they received regular supervision sessions, appraisals and training.

Comments people told us about the service included "They're clean, respectful and note everything down", "they maintain his independence" and "I couldn't have gotten through this without them, I feel very lucky".