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This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 26 July 2018

This was an announced inspection that took place on 8 and 13 June 2018.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It is located in the Leatherhead area and covers mid surrey.

This was the first inspection since the service was registered.

There was a registered manager in post. 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 and associated Regulations about how the service is run.

People were satisfied with the care and support provided by the agency and were happy with the way staff performed their duties.

The agency kept up to date records that covered all aspects of the care and support people received, the support choices they had made and identified that they were being met. The records were clearly recorded, fully completed, and contained regularly reviewed information that enabled staff to perform their duties.

Staff were aware of their responsibilities regarding the people they supported, the tasks they performed and were aware of how people liked to receive support. Staff had appropriate skills and provided care and support in a professional, friendly and kind way.

Staff knew that they must treat people equally and respect their diversity and human rights. People said they felt fairly treated.

Staff received appropriate training and were accessible to people. They told us the organisation was good place to work for; they enjoyed working there and had access to good training and support.

The registered manager and staff encouraged people and their relatives to discuss health and other needs and passed on agreed information to community based health professionals, as required.

Staff protected people from nutrition and hydration associated risks by giving advice about healthy food options and balanced diets whilst still making sure people’s likes, dislikes and preferences were met.

The agency was aware of the Mental Capacity Act (MCA) and their responsibilities regarding it.

The registered manager was approachable, responsive, encouraged feedback from people and consistently monitored and assessed the quality of the service provided.

The health care professionals that we contacted were happy with the support that the agency provided for people.

Inspection areas



Updated 26 July 2018

The service was safe.

People said they were safe. There were appropriate numbers of skilled staff that followed effective safeguarding, infection control and risk assessment procedures.

Lessons were learnt when things went wrong.

People�s medicine was administered safely and records were up to date. Medicine was audited, safely stored and disposed of if no longer required.



Updated 26 July 2018

The service was effective.

People received care and support from well trained and qualified staff. Their care plans monitored food and fluid intake and they were encouraged to eat healthily.

The agency was aware of the Mental Capacity Act and its responsibilities regarding it.

The provider worked to challenge and prevent discrimination, both by engaging with the public and supporting people in ways that challenged existing stigma and discrimination.

Staff worked well together internally and across organisations.



Updated 26 July 2018

The service was caring.

People�s opinions, preferences and choices were sought and acted upon and their privacy and dignity was respected and promoted by staff.

Staff provided support in a friendly, kind, caring and considerate way. They were patient, attentive and gave encouragement when supporting people.



Updated 26 July 2018

The service was responsive.

The agency re-acted appropriately to people�s changing needs and reviewed care plans as required. Their care plans identified the individual support people needed and records confirmed that they received it.

People told us concerns raised with the agency were discussed and addressed as a matter of urgency.



Updated 26 July 2018

The service was well-led.

The management team was visible and supportive with an open, person-centred culture. Staff were proud of working for the provider, which had clear person-centred values that staff applied to their work.

The manager, management team and organisation enabled people to make decisions and supported staff to do so by encouraging an inclusive atmosphere.

There were robust systems to assess, monitor and improve the quality of the service people received. People and their relatives were involved in these processes and in the development of the service.