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Mid Surrey Area Reablement Service Good Also known as Epsom Town Hall

Inspection Summary

Overall summary & rating


Updated 10 May 2019

About the service:

Mid Surrey Area Reablement Service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a rehabilitation service to people over the age of 18 for up to six weeks.

Not everyone using Mid Surrey Area Reablement Service Limited receives 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. For more details, please see the full report which is on the CQC website at

People’s experience of using this service:

People and relatives told us they felt they and their loved ones were safe, and staff were aware of their role in safeguarding people from abuse. Risks to people were appropriately recorded and managed. There were a sufficient number of staff to meet people’s needs, and checks were in place to ensure that staff were recruited safely.

People’s rights were protected in line with the principles of the Mental Capacity Act 2005. Integrated working with healthcare professionals meant that referrals were completed in a timely manner where required. Staff were up to date with training and received supervision on a regular basis. Staff felt that the communication within the service was effective.

People and relatives told us staff were extremely kind and caring, and were respectful of their homes. People were actively involved in reviews and decisions around their care. The core value of the service was to promote independence, with 60% of people reaching the baseline they had been at before becoming unwell. Staff respected people’s privacy and dignity by delivering personal care behind closed door.

People received person centred care that supported them to reach their own personal goals. The service had not received any complaints, but people were aware how to raise a concern if they needed to. Although it was rare for the service to deliver end of life care, staff had received training in preparation and had links with the local hospice.

Staff felt the management team were approachable and felt valued. Robust quality checks allowed the service to identify and resolve any issues or improvements. People and staff were asked for feedback on the service regularly, with any suggestions from this being implemented. There was a proactive approach to signposting people and relatives to local organisations that could offer on going support once their reablement support was over. The provider had run a project which they hoped would improve the quality of the service.

Rating at last inspection:

At the last inspection the service was rated Good (27 September 2016).

Why we inspected:

This was a scheduled comprehensive inspection. We inspect all services rated as 'Good' within 30 months to ensure that we regularly monitor and review the quality and safety of the service people receive.

Inspection areas



Updated 10 May 2019

The service was safe.

Details are in our Safe findings below.



Updated 10 May 2019

The service was effective.

Details are in our Effective findings below.



Updated 10 May 2019

The service was caring.

Details are in our Caring findings below.



Updated 10 May 2019

The service was responsive.

Details are in our Responsive findings below.



Updated 10 May 2019

The service was well-led.

Details are in our Well-Led findings below.