Sure Care Chester

Updated 11 June 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection team consisted of one adult social care inspector.

Service and service type:

Sure Care Chester is a domiciliary care agency. It provides personal care and support to individuals within their own homes throughout the local community. It provides a service to older adults and younger disabled adults. Two people using the service received 24 hour live in care.

Not everyone using Sure Care Chester receives personal care; CQC only inspects the service received by people provided with personal care; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

This comprehensive inspection visit took place on 17 April 2019 and was announced. The provider was given two hours' notice because we needed to be sure that we could access the office premises.

Inspection site visit activity started on 17 April 2019 and ended on 24 April 2019. We visited the office location on 17 and 18 April 2019 to see the registered manager and office staff and to review records. We spoke with people that used the service and their relatives over the phone on the 24 April 2019.

What we did:

Before our inspection we reviewed the information we held on the service. This included notifications we had received from the provider, about incidents that affect the health, safety and welfare of people supported by the service and previous inspection reports.

We checked to see if any information concerning the care and welfare of people supported by the service had been received. We also contacted the local authority.

Due to technical problems the provider was unable to complete a Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

During the inspection visit we spoke with three people who used the service and the relatives of another two people. We also spoke with the registered manager, a business development manager, a team leader, care co-ordinator, and a group of nine staff who delivered care. We looked at the care records of four people, the recruitment records of three staff, staff training, supervision and appraisal records and records relating to the management of the service.

Following the inspection the provider sent us some additional information including an updated action plan that they were following to address shortfalls they had identified, a copy of a newsletter, updated information about staff induction, training and supervision and some policies and procedures.

Updated 11 June 2019

About the service: Sure Care Chester is a domiciliary care service offering support to people living in their own homes. At the time of our inspection there were 30 people using the service.

People's experience of using this service:

There were systems in place to assess and monitor the quality of the service. The provider was working to an action plan to address shortfalls in peoples’ care plans and staff files.

People received care and support from regular staff who were kind and caring. People's needs had been fully assessed before they received support from the service. Care plans held enough detail for staff to offer support that reflected people's individual needs and preferences. People's care needs were reviewed regularly. Staff understood the needs of the people they supported and had developed positive relationships.

Safe recruitment practices were in place and people were supported by staff that had undertaken a thorough induction process and training relevant to their roles. Enough staff were employed to meet the needs of the people using the service. Staff were supported through regular supervision and team meetings. Staff felt well supported by the current registered manager and office staff and worked well as a team.

Risks to people had been identified and staff had clear guidance available to them to support people and reduce the risk. People were protected from the risk of harm and abuse. Staff had received training and felt confident to raise any concerns they had.

Medicines were managed safely by trained and competent staff. Medication administration records (MARs) were completed and audited regularly. Staff had access to personal protective equipment (PPE).

People's independence was promoted and their right to privacy and dignity respected. People and their relatives spoke positively about the staff and management team. People told us their views were regularly sought regarding all areas of the service. People felt confident to raise any concerns they had.

The registered provider complied with the principles of the Mental Capacity Act (MCA) 2005. Staff understood and respected people's right to make their own decisions where possible and encouraged people to make decisions about the care they received.

Rating at last inspection: At the last inspection the service was rated Good (Report published 2 November 2016)

Why we inspected: This was a planned inspection based on the rating of the last inspection.

Follow up: We will continue to monitor all intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk