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Loyalcare Group Services Ltd Good

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

Inspection Summary

Overall summary & rating


Updated 29 September 2018

This was an announced inspection that took place on 19 June 2018.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. This service also provides care and support to people living in ‘supported living’ settings, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support. It is located in the Leatherhead area and covers mid Surrey. A service is provided for people who misuse drugs and alcohol, have dementia, people with an eating disorder, learning disabilities or autistic spectrum disorders and mental health issues.

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 and their relatives said they were satisfied with the service the agency provided and way staff delivered it, in the course of their duties.

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

Staff knew the responsibilities their roles entailed towards the people they supported, the tasks they performed and were made aware of how people liked to receive support. Staff had appropriate skills and provided care and support in a professional, compassionate and kind way.

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

Staff received appropriate training and made themselves accessible to people. They thought the organisation was good to work for; they enjoyed working there and had access to good training and support.

People and their relatives were encouraged by the registered manager and staff to discuss health and other needs and agreed information was passed on to community based health professionals, if required.

Staff protected people from nutrition and hydration associated risks by giving advice about healthy food options 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 consistently monitored and assessed the quality of the service provided and was approachable, responsive and encouraged feedback from people.

Inspection areas



Updated 29 September 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 29 September 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 29 September 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 29 September 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 29 September 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 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.