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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


Inspection carried out on 7 September 2016

During a routine inspection

Sunshine Care provides a ‘live in’ personal care and support service to people in the South West of England. At the time of our inspection the team of fifty seven care staff was providing support to approximately thirty four people with a range of personal, healthcare and domestic services.

The service is required to have a registered manager and at the time of our inspection there was a registered manager in post. A registered manager is a person who has registered with the CQC 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 told us they felt safe and were well cared for by Sunshine Care. Their comments included; “I feel safe with them,” and “Oh yes the carers are like family.” Family members were generally positive about the support their relatives received. They said, “They know the job backwards. It’s been excellent.” Another commented, “We have monthly carers working two weeks and then a replacement. Not a problem with staffing so far.”

People told us that due to the agency changing to live in care meant there was no chance of missed visits or staff being late. One person said, “It’s the best thing the agency did.” The operational manager told us this approach was continuing to be developed but that it was working well and could be managed more effectively than daily calls.

A few people told us communication had been difficult on occasions due to some staff not having English as their first language. One person said this had recently improved. Another person said they had informed the agency of their concerns. The agency was asked about this and said all staff had to have an acceptable level of English but agreed to look into the concern.

The registered manager was confident about the action to take if they had any safeguarding concerns and had liaised with the safeguarding teams as appropriate. Risk assessments clearly identified any risk and gave staff guidance on how to minimise the risk. They were designed to keep people and staff safe while allowing people to develop and maintain their independence. Staff told us they had attended both classroom training and e-learning (computer based training) to learn what action to take should staff witness or suspect abusive practice.

The recruitment process was safe and ensured all new staff had undergone suitable checks to ensure they were safe to work with people who may be vulnerable. The service was actively recruiting more staff to improve the flexibility in staffing levels.

Staff received a four day classroom induction based on familiarisation of the organisations policies and procedures, health and safety and practical learning including moving and handling, use of equipment and first aid. A staff member told us they had completed the care certificate induction standards so they felt competent in delivering care and support. They said, “They (managers) are good at making sure we are up to date with the training.”

People said staff were well trained and understood how to meet their specific care needs. Training records showed staff had been provided with all the necessary training which had been refreshed regularly. A staff member told us, “I have the training I need to carry out my role.”

Staff received regular supervisions and annual performance appraisals. In addition ‘spot checks’ by managers were used regularly to confirm each member of staff was providing appropriate standards of care and support.

Staff knew the people they were supporting and provided a personalised service. Care plans were in place detailing how people needed to be supported. The service had risk assessment procedures in place. This was held at the person’s own home as well as a copy being available at head office so this could be monitored.

Suitable medicine procedures were

Inspection carried out on 1, 2, 3 October 2013

During a routine inspection

During our inspection we met nine people in their own homes, spoke with one relative and talked with thirteen staff including the registered manager. We looked at twenty staff files and examined nine care records of people using the service.

People told us that all staff respected their privacy and dignity and treated them with kindness. People felt able to express their views of the service to the office and they felt involved with the planning of their care. People felt they had their personal care preferences respected.

We found people's needs were assessed and care plans reflected people's needs and risks were identified. People told us that they had consistent care workers visit and a missed visit was very rare. People felt the staff were well trained to meet their needs and when people's care needs had changes care plans had been reviewed.

All staff had received training in safeguarding vulnerable people from abuse and the staff we spoke with were confident at recognising potential abuse. People told us they felt safe with the agency care workers who visited and they would raise any concerns they had with them or the office staff.

All staff had a thorough induction when they started working at Sunshine Care and were well trained to meet people's care and treatment needs. Staff were supported by Sunshine Care and had regular access to supervision (one to one meetings) with their manager. Staff told us they loved their work and were very happy.

During a check to make sure that the improvements required had been made

At the last inspection of this service 11 July 2012 we found that people were not always protected from the risks of unsafe or inappropriate care and treatment. This was because appropriate information was not always kept in relation to their care. Other records required in relation to employees and for the management of the service were not always well maintained.

At this review on 27 February 2013 we found that the service had made improvements. The service sent us an action plan that showed us how they had achieved compliance. We found that the service had made changes to their care plans so that they contained more information and were reviewed more frequently. The service had commenced an audit of service user�s paperwork.

The action plan stated and the manager confirmed that the service now had a team of staff to manage complaints. The service regularly completed an audit of complaints which was taken to weekly manager�s meetings.

The action plan stated and the manager confirmed that the service now made thorough checks to ensure that references for new employees were obtained from previous employers. The manager told us that the service now ensured that they view all original certificate copies and on the copies write that the original has been seen.

We found that the service now had a robust record management system in place.

Inspection carried out on 19 July 2012

During a routine inspection

We asked senior staff to provide contact details of service users who had certain care needs. This was so that we could get the views of people with a range of care needs and different support required. Some people had live-in carers or several visits each day from care staff, whilst others did not have visits as often as every day. Care staff also suggested someone who might like to speak with us.

We contacted 23 people or their representative, either at their own homes (with their agreement) or on the telephone. Two people declined to speak with us at length. We also spoke with care staff who supported some of these people, with senior staff who managed the service on a day-to-day basis and with the provider's representative.

When asked what staff did well, someone who used the service replied "Everything". Another replied, "Spotting what my needs are on a day to day basis.� Three people compared Sunshine Care with other agencies they or their friends had used and thought that the service was the better one. Others told us they knew they could use another service if they wished, and chose to stay with Sunshine Care. People who told us they had spoken to senior staff when they had a complaint said their complaints had been resolved, without reoccurrence of the problem.

Most people expressed their views and were involved in making decisions about their care, in part through surveys sent to them by the service and through the service's care planning processes. We found some people were unable to complete the surveys and the service told us they would address this to ensure they obtained feedback in other ways about their care. One person told us "We had a lady who came out from Sunshine care...she went through the paperwork with us to see if mother was getting the care she needed."

Each person had a copy of their care plan and most were entirely satisfied with the care provided by staff. One person's representative told us that one of the care staff went out of their way to meet the person's needs. However, we found some people were not given their care plan and other information in a format suited to their particular needs. Some care plans lacked detail, and other records were not always well maintained.

People felt safe with and respected by the care staff. One person commented �They're very supportive and offer reassuring words to my mother as she can get confused�. Other comments included �They�re kind and gentle, they talk to him�They�re very observant�, and �Fabulous carers.�

When we asked people if staff needed any more training to meet their needs, one person commented "Some of the new staff aren't very sure...They seem a bit lost," with two other people suggesting staff new to them would benefit from more training. However, someone commented, of the staff in general, "They do what they are asked to do well. They seem well trained."

Approximately half of the people we spoke with confirmed that spot checks had been made on staff that supported them, to ensure that they provided good support. People's views were sought about the care staff also. People told us they could ask for a different staff member if they didn�t get on with anyone or didn't think they were suitable.