Background to this inspection
Updated
9 April 2019
The inspection: We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team: Two inspectors, an inspection manager, and an Expert by Experience carried out this inspection. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. Their area of expertise was mental health.
Service and service type: Sure Care York is a domiciliary agency. It provides personal care to people of all ages, in their own houses and flats. Not everyone using Sure Care York 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 consider any wider social care provided.
The service had a manager registered with the CQC. This means they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection: The inspection was announced. We gave the registered manager 5 days’ notice because the service was small and we needed to make sure someone was available. We visited the office location on 26 February 2019 to see the manager and office staff; and to review care records and policies and procedures.
What we did: Before the inspection we looked at information, we held about the service. We reviewed information the provider sent us in the Provider Information Return (PIR). This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.
On 19 February 2019 we spoke with 11 people and four relatives over the telephone to obtain their feedback about the service.
On 26 February 2019, we visited and spoke with three people in their own homes, one relative, one neighbour and three care staff. We visited the office and spoke with the nominated individual, the registered manager, the deputy manager, two office staff, and one care staff. We reviewed documents and records that related to the management of the service. We looked at six people’s care records, records of safeguarding, accidents, incidents and complaints, audits and quality assurance reports, and at records associated with the management and administration of people’s medicines. We reviewed three staff member files, staff training records, and a range of policies, procedures and guidance used by staff in their role.
Updated
9 April 2019
About the service: Sure Care York is a domiciliary care service that was providing personal care to 39 people; mainly older people, some of whom were living with dementia, and some people with learning disabilities or autistic spectrum disorder, mental health, physical disability and sensory impairment
People’s experience of using this service: People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
The service had been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion.
People received safe care and support because systems and processes in place ensured any risks were safely managed by staff, and their needs met with minimal restrictions in place.
People and their relatives told us they were happy with the service provided. Staff understood the importance of providing person-centred care and had developed positive relationships with people.
Staff had received training and clear guidance was followed to help people to understand how to remain safe from avoidable harm and abuse.
Medicines were managed and administered safely. Records confirmed people had received their medicines as prescribed.
People were involved in their care planning. Records were person-centred and evaluated consistently. Where agreed outcomes were not achieved, amendments were made with people’s input.
Staff received appropriate induction, training, and support and applied learning effectively in line with best practice. This led to good outcomes for people and supported a good quality of life.
Staff were friendly and polite. Staff took time to get to know people. They had a clear understanding of, and how to support, people’s individual and diverse needs.
People and their relatives told us they were confident if they had any complaints the registered manager would address them appropriately.
People knew the owner and the registered manager and told us they trusted them. Staff told us the registered manager was supportive and approachable.
The provider completed oversight of the service to ensure quality assurance remained a priority and was effective in maintaining standards and driving improvements.
Rating at last inspection: This was the first inspection for this service under the current provider.
Why we inspected: This inspection was a planned inspection following registration of the new provider.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme.
For more details, please see the full report which is on CQC website at www.cqc.org.uk