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Archived: Sunshine Care - Central Offices Good

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

This service is now registered at a different address - see new profile

All reports

Inspection report

Date of Inspection: 1, 2, 3 October 2013
Date of Publication: 7 November 2013
Inspection Report published 07 November 2013 PDF

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 1 October 2013, 2 October 2013 and 3 October 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff and reviewed information given to us by the provider.

Our judgement

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

Reasons for our judgement

People told us "They are all so good, put me at ease" and "Oh yes, they respect my privacy and dignity and 9/10 they are here on time, I never have to clean up after them"; "Very happy. I have been lucky with my carers, nothing is too much"; "I could not wish for better carers, they are special carers."

People's needs were assessed and care was delivered in line with their care plan. Care was individualised and care plans informed staff how they should undertake aspects of people's care and treatment. People's personal preferences were included and the timing of visits was negotiable when required for example if someone wanted to go out for the day. People told us that 95% of the staff were great and were able to meet their needs. Where people had spoken to the office about specific staff they had not engaged well with, this was heard and the care workers changed. We were able to see from the questionnaire that people had completed that over 85% of people using Sunshine Care felt the care was good or excellent.

Care and treatment was planned and delivered in a way to ensure people's welfare and safety. For example we saw risk assessments in place in relation to people's home environment and mobility. The provider may wish to note that in some cases these risk assessments had not been reviewed alongside the care plan. This meant potentially people's care needs whose mobility had changed over that past few years would not have been known by care staff. We spoke to Sunshine Care about this and we were told the agency was aiming to review all risk assessments and care plans every six months and before if people's needs changed. This meant care records would accurately reflect people's needs.

New care records were being implemented which aimed to optimise people's control and choice. This meant people's individual choices were recorded and care centred on people as individuals. People told us that although clear records were kept of what their needs were, they appreciated the consistency of the care workers who visited on most occasions who knew them well. Staff told us they felt the care plans were detailed and they always asked people how they liked to be cared for if they were new. Staff felt they received sufficient information about people to enable them to meet their needs.

People told us that they were happy with the staff who came to see them and they usually knew this in advance. People told us that on most occasions they knew the staff and it was very rare for a visit to be missed. On the rare occasions this occurred the office responded promptly to arrange a visit. For some people the consistency was very important. One relative told us that for them it meant they could properly relax because they knew the care worker understood their relative's needs and were able to care for them well. The office told us that most staff tended to work in certain areas of the city. This meant they were able to see the same people regularly and cover for other staff in the event of sickness.

Sunshine Care has developed a new process for people coming out of hospital early and a designated team of enablers were available to cover new people to the service, offer a rapid response service, and cover team sickness. The agency had a process of identifying who required low, medium and high levels of support to ensure that if there were a crisis those people with high support needs would be prioritised.

Staff told us if there was a problem and someone's needs had altered significantly they had the support of the office team during the day, an on call staff member at night and the local authority out of hours service. This meant people's safety was ensured, prompt action could be taken and advice was available for staff if they needed this.