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CARE4U - SURREY Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 12 June 2019

About the service

Care4U - Surrey is a domiciliary care agency. At the time of our inspection, it was providing personal care to four people living in their own houses and flats. It provides a service to older adults, some of whom are living with dementia. Everyone using Care4U - Surrey receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

People’s experience of using this service and what we found

People and their relatives told us they felt safe, and staff were aware of their role in safeguarding people from abuse. Risks to people were appropriately recorded, but more information was required around people’s medical conditions and what support was required to manage these. Medicine recording and administration was safe, and accidents and incidents were recorded appropriately. There was a sufficient number of safely recruited staff to meet people’s needs.

People were supported to have maximum choice and control of their lives and staff did support them in the least restrictive way possible; the policies and systems in the service did support this practice. Staff were up to date with mandatory training and received regular supervision and competency checks. Staff felt there was an effective communication system in place and referrals to healthcare professionals were made where required. People’s dietary preferences were recorded in their care plans which staff followed. At our previous inspection, there were shortfalls in national guidance and standards not being followed or adhered to. We found there had been significant improvement during this inspection, but further work was needed to fully embed this in to the service.

People and relatives told us staff were kind and caring and treated them with dignity and respect. We were told of occasions where staff had gone above and beyond people’s expectations when providing their care. People were encouraged to be independent and involved in decisions around their care where possible. Where people were unable to be involved in these decisions, their next of kin had been approached.

Care plans were personalised to reflect the individualised care that people received. Complaints were dealt with in a timely manner and in line with the provider’s policy. The service was not delivering end of life care to anyone at the time of the inspection, but this topic had been approached with people and their relatives and their preferences documented.

There had been significant improvements to the management oversight of the service since our last inspection. Further work was now needed to ensure new systems and practices were fully embedded and sustained over time. Robust internal quality audits had been completed by the registered manager, and feedback sought from people and staff. People and relatives felt the management team were approachable and staff felt valued. There were links to local organisations where best practice, knowledge and training resources could be shared to support further improvement to the service. For more details, please see the full report which is on the CQC website at

Rating at last inspection (and update)

At the last inspection the service was rated Inadequate (18 December 2018) and there were multiple breaches of regulation. Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

This service has been in Special Measures since 17 December 2018. During this inspection the service demonstrated to us that improvements have been made and is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.

Inspection areas


Requires improvement

Updated 12 June 2019

The service was not always safe.

Details are in our safe findings below.



Updated 12 June 2019

The service was effective.

Details are in our effective findings below.



Updated 12 June 2019

The service was caring.

Details are in our caring findings below.



Updated 12 June 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 12 June 2019

The service was not always well-led.

Details are in our well-Led findings below.