We carried out a review of the data available to us about Sorelle Support on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Sorelle Support, you can give feedback on this service.
Sorelle Support Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults, younger adults, people living with dementia and people with learning disabilities or autistic spectrum disorder. Not everyone using Sorelle Support receives the regulated activity. The Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’, which is help with tasks related to personal hygiene and eating. Where they do receive the regulated activity ‘personal care’, we also take into account any wider social care provided. At the time of the inspection the service was providing personal care and support to five people.
The service had a registered manager as required. A registered manager is a person who has registered with CQC 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. The registered manager was present and assisted us during the inspection.
At the last inspection the service was rated Good in all domains. At this inspection we found the service remained Good in all domains.
People received support that was safe. Staff were trained to safeguard and protect people. They reported concerns promptly and when necessary and the registered manager took appropriate action. People supported with medicines received them safely and when they were required. Risks to people were assessed and actions taken to minimise risks without restricting their freedom. A robust recruitment procedure was followed to ensure as far as possible only suitable staff were employed. Appropriate personal protective equipment was supplied and used to prevent the spread of infection.
People continued to receive effective support from staff who were well trained and had the necessary skills to fulfil their role. Staff were very well supported by the registered manager and the management team. Regular one to one meetings and appraisals provided time to seek advice, discuss and review their work. They had opportunities to develop their skills and knowledge as well as gain relevant qualifications. People were supported with maintaining a balanced diet and adequate hydration when this was part of their support plan. 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. Staff were kind and patient and people had formed trusting relationships with them. People’s privacy and dignity were protected, they and their relatives told us staff treated them with respect. People and when appropriate relatives were fully involved in making decisions about their support. Staff encouraged people to maintain and increase their independence.
The service remained responsive to people’s individual needs. Staff knew people very well and paid particular attention to finding out about their interests and personal preferences. This enabled support to be focused to achieve people’s desired outcomes. Individual support plans were person-centred, they considered the diverse needs of each person, taking into account any protected characteristics. The service provided flexible support embracing people’s individual wishes. People knew how to raise concerns or make a complaint, they felt confident they would be listened to if concerns were raised. The service was working to the accessible information standard.
The service was well-led, with strong leadership from the registered manager and the management team. Records were relevant, complete and reviewed regularly to reflect current information. The registered manager promoted an open, empowering, person centred culture. The values of the service were embedded in the way staff worked with people. Feedback was sought and used to monitor the quality of the service. Audits were conducted and used to make improvements.
Further information is in the detailed findings below.
At the time of the inspection 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 2008 and associated Regulations about how the service is run.
People and their relatives were happy and felt safe using the service provided by Sorelle Support. Recruitment procedures were mostly robust. However, staff had not signed a declaration regarding their physical and mental fitness prior to starting work, which is a legal requirement. This was immediately addressed during the inspection and the declarations were on all staff files by the end of the inspection. Measures have been taken to ensure this declaration is gained prior to employment for all new employees.
There were systems in place to manage risks to people and staff. People were kept safe by staff who were knowledgeable about the policies and procedures used to safeguard people. Staff also supported people to understand how to keep themselves safe.
Staff received training to ensure they had the skills to care for people safely and effectively. Training was also provided in topics related to the specific needs of the people using the service, for example, autism. Staff were encouraged to gain recognised qualifications and progress in their careers.
There was an open culture in the service. Staff felt comfortable to approach the registered manager for advice and guidance. Staff were well supported through one to one meetings, direct observation of their work and appraisals.
People had their right to make decisions protected. Staff understood their responsibilities in relation to gaining consent before providing support.
The service focused on enabling people. Staff involved people, supporting them to maintain and develop their independence.
People were treated with dignity and respect. They were involved in decisions about their care and said they felt they had been listened to. People’s support needs were reviewed regularly with them.
Information was communicated to staff quickly to ensure they could provide appropriate support for people. Staff contacted healthcare professionals to seek advice regarding people’s well-being when necessary.
The quality of the service was monitored in a variety of ways. Feedback was encouraged from people, their relatives and other stakeholders and used to improve the service. Audits and direct observation of staff helped to ensure the quality of the service was maintained.