Archived: Surecare Exeter & East Devon

Updated 22 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 checked 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 was a comprehensive inspection.

This inspection took place on 30 and 31 October 2017 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that the registered manager would be there. We also wanted to give them sufficient time to speak with people who use the service and seek agreement that we might visit people in their homes to find out their views on the service.

The inspection was carried out by one inspector. On the first day of the inspection we met the provider (who is also the registered manager) at the agency office where we looked at records relating to the service. On the second day we visited two couples and another person in their own homes with their permission. During our visits we also met one relative. During the inspection we also met three members of staff.

Before the inspection we looked at information we had received about the service since the last inspection. This included a Provider Information Return form (PIR) the provider had sent us. We had also received five completed questionnaires from people who used the service, one from staff, one from a relative and one from a community professional.

During the inspection we looked at records relating to the care people received. These included four care plans, medicine administration records, and daily notes. We looked at staff recruitment, induction, supervision and training records. We looked at the way the service planned visits to people and staff rotas. We also looked at records relating to the management of the service including quality monitoring checks and systems.

Updated 22 November 2017

Surecare Exeter & East Devon is registered to provide personal care and support to people living in their own homes. They also provide other services such as an enabling service, a sitting service and support with housework which are not regulated or inspected by the Care Quality Commission. At the time of this inspection they provided personal care to five 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 continued to receive a service that was safe. The provider followed safe recruitment procedures before new staff began working with people. There was a low staff turnover, and people received a consistent service from staff they knew well. New staff were always introduced to them before they began visiting regularly. People told us the service was reliable. A relative told us staff were always, “Very much on time, within five minutes. She always stays the right amount of time. If there is anything extra we want she will stay on and do it.”

People were protected from harm or abuse because staff had received training on safeguarding adults and were confident they could recognise any signs of abuse and knew how to report it. Risks to people’s health and safety had been assessed, and measures put in place to minimise any risks where possible. Where people required assistance with their medicines, staff were well trained and followed safe procedures. People told us staff followed good hygiene and infection control procedures and used protective equipment where needed.

People continued to receive care from staff who had the skills and knowledge required to effectively support them. Staff were well trained, received regular supervision and were well supported. Staff understood the importance of respecting people’s rights, offering choice and promoting independence.

People continued to receive care from staff who were caring. A relative told us, “They have been fantastic. We are more than happy.” People received visits from small teams of staff, who visited the same time and the same day each week. The staff had built strong relationships with people. We observed staff being kind, patient and caring. A person told us, “She’s (staff) very, very good. Very caring. I wouldn’t be without them.”

The service remained responsive to people's individual needs and provided personalised care and support. Before the service began, people’s needs were assessed with them and a care plan was drawn up and agreed setting out each task they needed support with. Staff were given information on people’s health and personal care needs. People knew how to raise a concern or complaint and told us they were confident any concerns or problems would be taken seriously and addressed immediately.

The service continued to be well led. People, staff and relatives told us the provider was approachable. Staff told us they were happy in their jobs and felt well supported. A member of staff told us, “Everything about the way [the provider] runs the company is perfect.” The provider sought people's views to make sure people received a service that met their needs. The provider had monitoring systems which enabled them to identify any areas where improvements were needed.

Further information is in the detailed findings below