Sure Care Chester

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

The registered manager left the service in August 2016. 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. There is a new manager in place who has recently applied for the registered manager’s position.

The service has not been previously inspected by Care Quality Commission.

People told us they felt safe using the service. The registered provider had a robust process for reporting any concerns they had and for ensuring people were protected from abuse. Staff had been provided with safeguarding adults training and they clearly understood and described what was meant by abuse and the different types of abuse.

The registered provider ensured that robust recruitment processes were followed to ensure staff who were employed were suitable to support the people who used the service. There were sufficient numbers of staff employed to provide people with their planned service. People were provided with the care and support they wanted by staff who had the knowledge and skills required.

People who required support to take their medicines received assistance to do so when this was needed. Care and support plans identified each person’s specific health and care needs to ensure staff were provided with information as to how best to meet people’s needs.

New staff followed the Care Certificate, a universally recognised qualification and the registered provider's induction programme. Essential training to staff was delivered in a range of areas, with updates completed as required. Staff received regular supervisions with the manager to enable them to discuss their role and any areas of personal development.

The manager and staff we spoke with were knowledgeable of, and acted in line with the requirements of the Mental Capacity Act (2005). People's human right to make decisions for themselves was respected and they provided consent to their care when needed. Staff we spoke with told us how they sought consent from people before supporting them.

People were happy with the care that they had received and told us staff always treated them with kindness and respect. They told us that staff were mindful of their privacy and dignity and encouraged them to maintain their independence. Family members told us that they had no concerns about the care that people have been given.

Care plans were person centred, detailed and informative. They provided staff with sufficient guidance to ensure people's specific care needs were met during each planned visit. Risks had been appropriately assessed and staff were provided with guidance on how to protect people and themselves from each identified risk.

People were able to influence the way their care and support was delivered and they could rely on this being provided as they wished. People were informed on how to express any issues or concerns they had so these could be investigated and acted upon. The registered provider had a robust policy and procedure and process in place for the management of complaints and concerns.

There was an opportunity for people and their families to give feedback on the service provided. The registered provider used this information to focus on areas of development and improvement.

Quality assurance audits were undertaken by the registered provider and manager to ensure that they service provided was effective and meeting people’s needs. Accidents and incidents were reviewed to ensure that any risks to people were minimised and we were notified as required about incidents and events which had occurred at the service.