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Inspection Summary


Overall summary & rating

Good

Updated 16 July 2016

This inspection took place on 16 June 2016 and was announced.

SentriCare provides personal care for people in their own home. There were 52 people using the service when we inspected and there was a registered manager in post. 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 and associated Regulations about how the service is run.

People told us they felt safe when staff came into their home and were protected from the risk of potential abuse. People had their individual risks looked at and had discussed how these could be reduce with plans in place to manage them. There were enough staff to ensure that people had their calls at the agreed time and the required number of staff. People who required support with their medicines were confident that the staff helped them in receiving the medicines when required.

Staff received regular training so their skills and knowledge reflected the needs of the people they cared for. Staff were supported with regular supervisions with the management team to reflect and discuss how their role and responsibilities were being met. Where people needed support with their meals they told us they were happy that staff came them a choice or provided the assistance needed to enjoy their meal.

Care plans were in place detailing how people wished to be supported and people were involved in making decisions about their care. People’s consent was appropriately obtained by staff when caring for them and people who could not make decisions for themselves were supported by representatives or family members. People told us they got healthcare appointments as required to meet their needs.

People knew the staff and felt they provided a personalised service where time was spent chatting while providing care and getting to know them. People felt the care they had received met their needs. They were also supported in maintaining their dignity and encouraged to be involved in their care needs where able.

People’s views and decisions they had made when planning or making changes to their care were listened to and recorded in care plans. People knew how to make a complaint and felt comfortable to do this should they needed to. People were provided with the information they needed should they wish to raise a complaint. People told us they felt that if they had raised any concerns they would be dealt with.

The registered manager was accessible and approachable. People, their family members and staff felt able to speak with the management team and provide feedback on the service. The management team had kept their knowledge current and they led by example. The provider ensured regular checks were completed to monitor the quality of the care that people received and looked at where improvements may be needed.

Inspection areas

Safe

Good

Updated 16 July 2016

The service was safe.

People received care and treatment from staff that understood how to keep them safe and free from the risk of potential abuse.

People told us they felt there were enough staff to meet the care and social needs and manage risks.

Effective

Good

Updated 16 July 2016

The service was effective.

People’s needs and preferences were supported by trained staff that understood their care needs. People made decisions about their care and support.

People told us that they enjoyed the meals that were made for them and it was what they wanted. People had accessed other health professionals when required to meet their health needs with staff support.

Caring

Good

Updated 16 July 2016

The service was caring.

People and relatives were happy that they received care that met their needs. People’s received care met their needs, reflected individual preferences and maintained their dignity and respect.

Responsive

Good

Updated 16 July 2016

The service was responsive.

People were supported to make choices and be involved in planning their care. Care plans were in place that showed the care and support people needed.

People who used the service and their relatives were confident to raise any concerns. These were responded to and action taken if required.

Well-led

Good

Updated 16 July 2016

The service was well-led.

People, their relatives and staff were complimentary about the overall service. There was open communication within the staff team and the provider regularly checked the quality of the service provided.