Cergus Prime Care Durham and Sunderland

Updated 30 July 2025

Date of Assessment: 11 September to 23 October 2025. The inspection was carried out remotely.

The service is a care at home service registered to provide support to older people and younger adults, including people who may live with dementia or physical disability needs. At the time of inspection there was 1 person using the service and receiving the regulated activity personal care.

This was the first rated inspection of the service. A registered manager was in place, who was also the nominated individual (NI). The NI is registered with the Commission and is legally responsible to ensure that the service is compliant with legal and regulatory requirements.

There were enough staff with the necessary skills, qualifications and experience. Staff were safely recruited. People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff received training to maintain high-quality care. Staff knew the care and support needs of people they supported, and care records reflected the care provided by staff. People received consistent care from staff they knew. Communication was effective to ensure that staff and people were kept informed, including when staff were going to be late for a call. People were supported to ensure their health care needs were met. Staff had received training to administer people’s medicine safely, when required. Systems were in place to protect people and ensure their safety. They were supported to take risks to improve their quality of life. Systems were in place to monitor the quality and safety of the service and gather feedback from people and staff.

Updated 30 July 2025

We received positive comments that staff were kind and caring, they were patient and treated people as individuals. A relative commented, “Staff are very kind and caring. I hear them having a chat and a laugh with [Name].” Systems were in place for people to receive consistent care from staff they knew. A relative commented, “We have the same carers which is good as they get to know us, and we get to know them.” We received positive feedback about the open culture of the service. Relatives and staff said they were listened to, had opportunities to give feedback and any concerns were addressed by management. Relatives told us communication was effective, and they were kept informed. A relative commented, “Staff are on time, but if they are running late, they will let us know.”