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SureCare (Reading & East Berkshire) Good


Inspection carried out on 10 March 2020

During a routine inspection

About the service

SureCare (Reading & East Berkshire) is a domiciliary care agency providing care and support to people living in their own homes who have a range of needs. CQC only inspects where people receive personal care. Not everyone who used the service received personal care. This is help with tasks related to personal hygiene and earing. Where they do, we also consider any wider social care provided. At the time of the inspection 35 people were receiving personal care.

People’s experience of using this service and what we found

People received safe care and treatment. Individual risks and environmental risks were identified and managed safely.

Care staff understood the importance of safeguarding people they supported, and knew how to report any signs of abuse, or any accidents or incidents.

Appropriate recruitment procedures were in place to help ensure only suitable staff were employed.

Staff had completed training in the safe administration of medicines. People were happy with how they were supported to manage their medicines.

New staff had an induction into their role and received appropriate training that equipped them to

support people effectively. They had their competency assessed to help ensure they continued to be sufficiently skilled and knowledgeable.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were treated with kindness and compassion. Staff had developed positive relationships with people and knew what was important to them.

People were treated with respect and dignity. Staff encouraged people to remain as independent as possible in their daily routines.

People were involved with planning and reviewing their care. Care records were written in a person-centred way and guided staff on the most appropriate way to support people.

A complaints procedure was in place, which ensured concerns were investigated and acted upon appropriately.

Staff, people and relatives told us they had a good relationship with the management team and could seek support and assistance easily when needed. The service had positive working relationships with health and social care professionals to promote good outcomes for people.

There were effective systems in place to monitor the safety and quality of the service. Feedback about the service was sought from people, their relatives and staff.

Rating at last inspection

The last rating for this service was Good (published 25 July 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 21 June 2017

During a routine inspection

SureCare (Reading and East Berkshire) is a domiciliary care agency providing support to people living in their own home within the community. At the time of the inspection they were providing personal care for 19 people.

At the last inspection the service was rated Good. At this inspection we found the service remained Good.

Why the service is rated Good:

People received safe care from the service. Improvements had been made so that staff were recruited as safely as possible. Medicines were managed safely by staff who had received appropriate training. Risk assessments were completed to enable people to receive care with a minimum of risk to themselves or the care staff.

People continued to receive effective care from staff who were trained in the necessary skills to fulfil their role. Staff were supported through one to one meetings, appraisals and staff meetings. They had opportunities to develop their skills and knowledge as well as gain relevant qualifications.

People’s healthcare needs were monitored and advice was sought from healthcare professionals when necessary. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible, the policies and systems in the service supported this practice.

The service remained caring and people reported staff were kind and patient. Staff protected people’s privacy and dignity and treated them with respect. People told us they could make decisions about their care.

The service remained responsive to people’s individual needs. Care plans were person-centred and focused on the preferences of each person. People and their relatives knew how to make a complaint or raise a concern.

The service continued to be well-led. The registered manager promoted an open culture and worked toward improving the service. People’s views were sought and the quality of the service was monitored. Action was taken to make improvements when issues were identified.

Further information is in the detailed findings below.

Inspection carried out on 14 January 2015

During a routine inspection

This inspection took place on 14 January 2015 and was announced. Surecare (Reading and East Berkshire) is a domiciliary care service and at the time of the inspection was providing personal care for 19 people living in their own homes.

At the time of the inspection two registered managers were in post, one was also the provider. 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. After the inspection the provider informed us that the other registered manager had resigned his position and is in the process of cancelling his registration with the Care Quality Commission.

The provider’s recruitment procedures were not as robust as they should be. Gaps in employment history and not been identified and explained. It is the responsibility of the provider to obtain a full employment history to ensure people are protected from the risk of being cared for by staff who may be unsuitable.

Staff felt well supported by the registered manager and provider and said they were listened to if they raised concerns. One staff member said they were listened to and action was taken when issues were raised. However, they felt the provider could do more to prevent issues and concerns arising in the first place.

People using the service told us they were happy with the service they received from Surecare (Reading and East Berkshire). There were systems in place to manage risks to people and staff. Staff were aware of how to keep people safe by reporting concerns promptly through procedures they understood well.

The provider had a good knowledge of the Mental Capacity Act (2005) and staff understood their responsibilities in relation to gaining consent before providing support and care. New staff received induction, training and spent time with experienced members of staff before working alone with people. People told us they felt staff were well trained.

People told us that staff treated them with kindness, dignity and compassion. People also said they were respected, involved in decisions about their care and asked for their views on the service. The quality of the service was monitored by the registered manager and provider.

People’s needs were reviewed regularly and up to date information was communicated to staff. Staff contacted healthcare professionals in a timely manner if there were concerns about a person’s wellbeing.