The Care Quality Commission

Archived: Better at Home (Esher)

Hurst House, 157-169 Walton Road, East Molesey, Surrey, KT8 0DX (020) 8783 9910

Provided and run by:
Better at Home Limited

Important: The provider of this service changed. See new profile

All Inspections

14 February 2013

During a routine inspection

During our inspection we chose six clients at random and asked for their contact details so that we could carry out telephone interviews with them following our visit. Five of these people agreed to take part in telephone interviews and agreed we could use the information they gave us in our report.

People told us that the agency had arrangements in place to get their consent to care, and people were satisfied with the care and support they received. Comments on the care and support received included 'Staff are pretty attentive to me' and 'They never let us down.'

We asked people if they felt safe in the hands of staff from this agency and all agreed that they did feel safe. On person added 'Yes, absolutely. We are very well looked after.'

People were asked if they had any complaints and they told us they had no complaints. A number of compliments were received and these are reflected in the relevant sections of this report.

Whilst people we spoke to were satisfied with the service they received, we noted some shortfalls on the day of our visit. This included care planning and staffing levels, and we have asked the provider to take action on these matters.

20 October 2011

During a routine inspection

People told us that they were happy with the care and support they received and that their needs were being met in all areas. They said that the staff treated them with respect, listened to them and supported them to raise any concerns they had about their care. People told us that the service responded to their health needs quickly and that the manager talked to them regularly about their plan of care and any changes that may be needed.