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Inspection Summary

Overall summary & rating


Updated 11 October 2017

Lakeshore Care Ltd provides personal care and support to people in their own homes in Sutton. The people who use the service are mainly older people and people with a physical disability. On the day of our inspection 25 people were using the service.

At the time of the inspection, there was a registered manager. 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.

This inspection took place on 21 September 2017. The last inspection was in June 2016 and at that inspection we rated the provider overall as “requires improvement”. We found that best practice guidelines for the recording of the administration of medicines was not followed. This meant it was unclear if people had received their medicines as prescribed. We also found there was a lack of continuity for people in the staff who provided their care. At that inspection people told us they felt their needs were sometimes not fully understood as a result. At this inspection we found the provider had taken action and made appropriate improvements with these areas of service provision. We reviewed the policy and practice by staff for supporting people with their medicines. We saw medicines administration records were kept and maintained on people’s care files. Care plans for people contained clear information about any support they required with their medicines and this matched what staff told us. Staff completing medicines administration records where required to confirm whether or not people had taken their medicines and these were appropriately completed. The registered manager told us that only staff who had received training and support to do with administering medicines were allowed to support people in this way. Staff confirmed this with us when we spoke with them.

People told us they felt safe and were supported by staff who knew how to keep them safe. The provider had arrangements to help ensure that risks to people's health and safety were assessed and well managed by staff.

People told us they appreciated the consistency of staff who now supported them and said they were supported by appropriate numbers of staff. Staff recruitment procedures helped to keep people safe. Staff had the knowledge and skills to care for people effectively and felt well supported by appropriate training and effective supervision. All of this helped to maintain a stable staff team.

People told us staff knew them well and were kind and caring towards them. It was evident staff had established positive relationships with people. People also said staff valued people, treated them with respect and promoted their rights, choice and independence.

People said staff who supported them had up to date information about their needs and this was delivered in the way they wanted. We found there was consistency in the provision of care for people and this enabled caring relationships to be developed.

People and their relatives told us they were involved in the planning and reviewing of their care. There was a clear plan of care available for staff who supported people according to their needs and wishes.

People were provided with support that was responsive to their changing needs. People knew about and were able to make a complaint and were confident the provider would respond appropriately to any concerns they might have.

We received positive feedback about the management of the service. The registered manager and the staff were approachable and fully engaged with providing good quality care for people who used the service. The provider had systems in place to continually monitor the quality of the service and there were arrangements for people to be asked for their opinions via surveys. Action plans were deve

Inspection areas



Updated 11 October 2017

The service was safe. People received the support required to keep them safe and manage any risks to their health and safety.

There were sufficient numbers of staff to meet people's needs. Staff recruitment processes were appropriate to help keep people safe.

Procedures were in place to ensure that people received the support they needed to manage their medicines. These procedures were followed appropriately by staff.



Updated 11 October 2017

The service was effective. People were cared for by staff who received support through appropriate training and effective supervision.

People were able to give consent for their care and they told us they were always asked by staff about the way they wanted their care and support offered to them.

People were supported to eat and drink enough and to have access to healthcare services.



Updated 11 October 2017

The service was caring. People who used the service told us they were treated with kindness and compassion in their day to day care.

People were involved in making decisions about their care and the support they received.



Updated 11 October 2017

The service was responsive. People received person centred support and staff were responsive to their needs. People's care plans were regularly reviewed and updated.

People felt able to raise any concerns and complaints were appropriately investigated and responded to.



Updated 11 October 2017

The service was well led. There was an open and positive culture in the service and people were asked for their views about the service.

There was an effective quality monitoring system to check that the care provided met people's needs.