Complete Home Care Sussex Ltd

Updated 11 February 2025

Date of assessment: 21 to 25 February 2025. Complete Home Care Sussex Ltd is a domiciliary care agency and provides personal care to people living in their own homes. CQC only inspects where people are receiving the regulated activity personal care. This is help with tasks related to personal hygiene and eating. Where they do, we consider any wider social care provided. At the time of this inspection 47 people were receiving support with personal care. We undertook this assessment in response to information of concern about the care provided. We found no evidence to support the concerns raised. People were receiving a personalised service from staff who knew them well and understood their needs and preferences. Risks were assessed and managed effectively, medicines were administered safely, and staff received the training and support they needed. The provider used an electronic care monitoring system to plan and monitor care visits. A staff member spoke positively about the system, saying, “We have never missed a visit to anyone.” The provider had safe systems in place to manage recruitment of staff and to monitor the service. Staff described a positive culture where they were able to raise any concerns. Some management systems needed improving to ensure effective oversight and governance. The provider took immediate action to make improvements on the day of the inspection.

Updated 11 February 2025

People were receiving a personalised service and described kind and caring staff. Comments from people and their relatives were consistently positive. They spoke highly of the staff, who they considered to be well trained and professional. One person told us, “I am confident in their skills.” A relative said, “They are professionals, and know what they are doing.”

People’s visits were planned according to their needs and preferences. Staff had the time they needed to travel between visits and stayed for the expected duration of the call. One person told us, “They (staff) have enough time, I never feel rushed.” People and their relatives described a reliable service. They spoke highly of communication with staff, including those who worked in the office. People knew how to make complaints and said they felt confident any concerns they raised would be dealt with quickly. One person told us, “All the staff are amazing.” Another person said, “They are doing a brilliant job. There is nothing they could improve. Every day is a challenge, and they deal with it with perfection.”