- Homecare service
SureCare Sheffield
Assessment report published 22 December 2025
Contents
Ratings
Our view of the service
Date of assessment: 23 November to 18 December 2025. SureCare Sheffield is a care at home service providing personal care and support to adults of all ages some of whom were living with dementia and/or physical disabilities. Not everyone using the service received personal care. CQC only inspects where people receive personal care. Where they do, we also consider any wider social care provided. At the time of this assessment there were 31 people receiving care and support. This was the first assessment of the service and we reviewed all key questions and quality statements. The outcome of this assessment was a rating for the service. The service supported some people with a learning disability but their primary care needs were not their learning disability, they required care and support in relation to age-related health conditions. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted and we were assured the service provided safe and effective care and support.
The provider had a proactive and positive culture of safety, based on openness and honesty. There were processes in place to review and analyse accidents incidents to identify learning and improvement. The provider shared concerns about safety quickly and appropriately. The provider had clear policies and processes in place to keep people safe from the risk of harm or abuse. People told us their care was safe. People's care plans and risk assessments were detailed and reflected their individual needs. They enabled people’s care to be delivered safely. Medicines were administered safely by appropriately trained and competent members of staff. The management team carried out regular reviews and audits of medication processes.
People’s care plans were person-centred and detailed how they preferred their care to be delivered. The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. The provider supported people to access appropriate care and support services in the local community. There were good relationships and communications with health and care professionals. The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.
The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us the care and support they received was tailored to their needs. People said they felt in control and their choices were respected. The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Members of staff involved people in decisions about their care and told them what had changed as a result. The provider had effective systems and processes to help ensure people knew how to give feedback about their care and support, including how to raise any concerns or issues. The provider had effective processes and systems in place to help ensure people were able to access the resources they needed and live their lives as they chose, without discrimination.
The provider had a clear vision for their service which focussed on a person-centred approach and the provision of tailor-made care and support for people. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. The provider had clear responsibilities, roles, systems of accountability and good governance. The provider understood their duty to collaborate and work in partnership which ensured services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. The provider focused on continuous learning, innovation and improvement across the organisation and local system.
People's experience of this service
People’s feedback about their experience of the care and support provided by SureCare Sheffield was positive. People told us they were happy with the care their received. A relative said, “We are all happy with the care and would phone the registered manager if there was a problem.” Another relative said, “We are happy the staff are OK and keep [family member] safe at home.” People were happy with the care teams who supported them. A relative told us, “We do have a small group of regular carers. Sometimes the newer carers very little experience and could do with more training.”
We heard time keeping was good and care plans were accessible to people. A relative said, “Members of staff are pretty good at keeping to our times.” A person told us, “I have access to [my electronic care plan] and can see the rota on there.”
People told us members of staff were kind and caring. One person said, “All the carers have been very respectful with me. I trust them and they listen to me.” Another person told us, “The carers are good and I trust them.”
The provider was responsive to concerns when people raised complaints. A family member told us, “We had an issue where the member of staff put the key from the key safe into her pocket by mistake. It was sorted out quickly and the member of staff brought back the key and a box of chocolates to say sorry.”
People had access to the registered manager and the management team. One person said, “I can talk to [the registered manager] anytime if I need to.” Another person told us, “We have easy access to the management team. We have a WhatsApp group with myself, SureCare Sheffield and my 2 daughters and that works very well for communication.”