- Homecare service
My Homecare Crowborough
Report from 11 April 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 28 May 2025 to the 29 May 2025. My Homecare Crowborough is a domiciliary care service providing support to people in their own homes. The Care Quality Commission only regulates services providing personal care and not everyone supported was in receipt of personal care. The service supported 153 people, 150 of whom were in receipt of personal care.
We undertook this full assessment due to the age of the previous rating for this service. We needed to make sure that people were being supported safely. We did not find any concerns or ongoing risk at this assessment.
People were supported by a staff team trained in all key areas who had the skills to provide the care needed to people safely and efficiently. People were safe and protected from risks and harm that could be avoided. Staff had been trained in infection prevention and control and in the administration of medicines. The service managed care call times and continuity of carers attending the same people however, some people told us this was inconsistent and that sometimes staff did not remain for all of the allotted call time.
A thorough pre-assessment process was completed before anyone new started being supported by the service. People were supported by the service and liaison with other professionals was positive, resulting in a good standard of care for people. Some people were supported with their nutrition and hydration needs but some people told us that food was not always prepared to their liking. Staff had been trained in mental capacity awareness and knew the importance of gaining consent from people. Despite this mental capacity assessments had not been regularly reviewed and there was a lack of staff trained to complete assessments. This was raised with the registered manager who undertook to resolve this issue.
Staff were kind and treated people in a dignified way, respecting privacy and treating them as individuals according to their support needs. Independence with tasks and activities was encouraged and supported. The registered manager and wider management team had a strong ethos of supporting staff being mindful of their welfare and any caring or other needs they may have.
Care was person centred in terms of delivery from staff. Some care plans lacked some detail about specific support but this again was immediately addressed by the registered manager. People and their loved ones were able to raise concerns, issues or complaints and told us they were confident that the service would respond in a timely way. People were supported with communication and staff knew people well and were aware of people’s preferences, likes, dislikes and preferred routines. People were treated fairly and all of their needs were met regardless of their background, culture or religious beliefs.
The registered manager was approachable and available to people and the wider management team supported with receiving calls from families and arranging care call times. The registered manager maintained oversight of the service through an efficient auditing process. There was a culture of continuous improvement and learning at the service. The service supported a diverse staffing team where people from different cultures and backgrounds and beliefs were supported and respected.
People's experience of this service
People told us they felt safe during care calls and that they were encouraged to complete tasks themselves to maintain levels of independence. People told us there was some inconsistency with staff wearing personal protective equipment and that sometimes staff left care calls early. These issues have been raised with the registered manager and action was taken. People’s preferences for care call times, male or female carers and frequency of calls was mostly respected although there were a few reports of preferences not being achieved. An issue again raised with the registered manager which was addressed. People and their loved ones were involved in the pre-assessment process and regular reviews of their care needs thereafter. Some people were supported with decision making but consent was always sought before staff began a task or activity. Staff treated people with kindness and compassion and responded to their needs. A relative told us, “They regularly engage her in conversation and treat her with great kindness.” Care was person-centred and tailored to meet people’s needs and wishes. People told us they could speak up and raise concerns if they had any. The registered manager was approachable and most people told us was available when they needed to speak to them.