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Archived: SmartCare Epsom

Ryebrook Studios, Woodcote Side, Epsom, Surrey, KT18 7HD (01372) 230757

Provided and run by:
Ark Home Care Limited

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

All Inspections

9 December 2013

During a routine inspection

We carried out an inspection at Smartcare Epsom to look at the care and treatment they provided to the people who used the service. As part of our inspection we spoke to one person who used the service, three relatives, nine members of staff (including the registered manager) and two care professionals. Everyone that we spoke with was happy with the care provided. One person told us 'They are superb.' And another said 'Excellent company, extremely nice carers.'

We saw evidence that the provider ensured that people understood the care that was to be provided to them before they commenced with the service.

The people that we spoke with told us that they were fully involved in developing their care plan and that they felt that staff understood their needs. We were told 'Couldn't have been more thorough.'

We heard from staff that they felt supported and were encouraged to progress professionally. We reviewed the training records and saw that all staff had received appropriate training. Staff were happy working for Smartcare Epsom. One member of staff told us 'They care about their staff as much as their clients.'

We were shown evidence that the provider carried out satisfaction surveys as well as other audits that related to the care they provided.

The records that we saw on the day of our inspection were regularly reviewed and relevant to people's needs which ensured staff received up to date information on each person.

21 March 2013

During a routine inspection

We spoke to two people who used the service and they said that they felt that they were treated with dignity and respect. One said 'yes, they're very good, all of them.' The feedback we had from people was very positive. We were told that the staff were all extremely nice, professional and very supportive.

We spoke with five relatives of people who used the service. They all told us that they felt that the care their relative received was good and that they had been involved in their care plans. One relative told us 'Yes, very involved.' Another told us 'they have pulled all the stops out' and 'I feel I can rely on them.' One relative told us 'I just wish I'd found them sooner.'

Relatives told us that they felt their relative was safe in the agency's care and the two people who used the service confirmed this, with one person saying 'yes, I do, I haven't had any problems.'

We looked at staff files and found that the service had robust recruitment processes in place that ensured that the staff they employed were suitable for the role.

The service had systems in place to monitor the quality of the service and identified when things needed to be improved. This included sending a questionnaire to people and relatives to gather their views of the service as well as carrying out regular checks with people and relatives for feedback.

31 October 2011

During a routine inspection

The feedback from people using the services of Smart Care was extremely positive.

We were told that staff are polite professional and kind. Someone told us that they have at least three visits daily and 'staff will always go that extra mile to ensure that I have the care I need'.

Another person told us that they have been receiving care for the past four months and that the agency is the best service they have used. People said that staff are seldom late and that there is continuity of care.

A relative told us that the support the agency provides is exceptional and she would not be able to cope without the reassurance that help is only a phone call away.

A friend of a service user told us that the agency was efficient and professional, and that the manager will visit frequently to ensure that all needs are being met. They also told us that the agency had provided end of life care and support for relatives as well as the service user.