Samfos Health - Merton

Updated 13 May 2026

Date of assessment: 27 May to 3 June 2026.

Samfos Health – Merton is a domiciliary care service providing personal care and support to people living in their own homes.

This was the first assessment of this service since it registered with the Care Quality Commission. We undertook a comprehensive assessment covering all quality statements under the 5 key questions.

People felt safe receiving care from Samfos Health – Merton. Recruitment processes, staff training, supervision and competency checks were in place to support safe care delivery and ensure suitable staff were employed who had the knowledge and skills to undertake their duties. Staff were aware of their responsibility to work with people to manage risks and had good working relationships with partner agencies to provide consistent, coordinated care.

Care planning was person-centred, with clear information about people’s needs, preferences and consent. Families told us they were involved in care decisions and kept informed, and people’s culture, faith and communication needs were considered when matching staff. We received mixed feedback from people about the timeliness of their calls, and some staff reported not enough travel time between appointments. However, the provider had undertaken work to make improvements in this area and call monitoring data showed very few late visits.

There were clear governance processes in place to monitor quality and drive improvement. People and relatives gave positive feedback about the management team, describing them as approachable and accessible, although staff feedback about management support was mixed. The management team took on board this feedback and told us they would consider how they could improve support for staff. The provider worked in partnership with the wider health and social care services to ensure people received coordinated holistic care and support.

Updated 13 May 2026

People and their relatives consistently described a positive experience of care from Samfos Health - Merton. Feedback showed people felt safe with staff and family members told us their relatives were comfortable receiving support. Relatives told us staff were kind, friendly and supportive, and one family member said, “They feel like family to us”.

People’s care was described as personalised and responsive to individual preferences. Relatives told us staff matching took account of people’s faith, gender and communication needs. For example, one relative said, “[Their family member] requested a Bengali-speaking care worker because they cannot understand English. So, they feel comfortable with [their care worker].” And another told us their family member preferred male care workers and had good interactions with them. Evidence also showed people and relatives were involved in decisions about their care and were familiar with care plans developed together with the agency.

Feedback about staff was overwhelmingly positive. People said staff were respectful, patient and polite, and that they understood cultural needs. One relative said, “The care staff are very respectful.” Another relative said staff “go above and beyond” in supporting their family member. People and relatives felt able to raise concerns and spoke positively about the management team, describing them as approachable and accessible.