About the service
Cura Care East Sheen is a domiciliary care agency providing personal care and support to 21 people living in their own homes at the time of the inspection.
Thirteen out of 21 people using the service were receiving personal care. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
The agency provided a service that was safe for people to use and staff to work for. The support people received; enabled them to live safely and enjoy their lives. This was because risks to people were assessed and monitored. The agency reported, investigated and recorded accidents and incidents and safeguarding concerns. Suitable numbers of appropriately recruited staff were available to meet people’s needs. Medicine was safely administered, by staff trained to do so.
People and their relatives said they had not experienced discrimination and their equality and diversity needs were met. The staff were well-trained, supervised, and appraised. The people and their relatives, we contacted, praised the way staff provided care, which more than met their needs. People told us staff spoke to them clearly, in a way and at a pace that they could understand and explained things to them and their choices. Relatives said that regarding people with dementia, staff patiently repeated information as many times as was required for them to understand. People were encouraged by staff to discuss their health needs and these were passed on to other appropriate community-based health care professionals. The agency had developed good support networks with professionals. This enabled seamless joined up working between services based on people’s needs, wishes and best interests. It included any required transitioning between services as people’s needs changed. Staff protected people from nutrition and hydration risks, and people were encouraged to choose healthy and balanced diets that also met their likes, dislikes and preferences.
People and their relatives told us they liked the way staff provided them with care and support. Staff paid attention to small details which made all the difference. Staff acknowledged and respected people’s privacy, dignity and confidentiality. People were encouraged and supported to be independent and do the things, they still could, for themselves. This promoted their self-worth and improved their quality of life. The staff were very friendly, caring, compassionate and passionate about the people they provided a service for and the way they provided it.
People were supported to have maximum choice and control of their lives staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service support this practice.
People had their needs assessed, reviewed and received person centred care. They were given choices, supported to follow their routines, interests and hobbies and social isolation was minimised. People were given enough information to make their own decisions and end of life wishes were identified, if appropriate. Complaints were recorded and investigated.
The agency had an open, honest and positive culture with transparent management and leadership. The organisational vision and values were clearly defined, understood by staff and followed. Areas of responsibility and accountability were identified, with staff more than happy to take responsibility on the ground and report any concerns they may have in a timely fashion. The agency constantly reviewed service quality and strove to make changes to improve the care and support people received. This was in a way that best suited people. Audits were carried out and records kept up to date. The agency played a role in the community through well-established working partnerships that promoted people’s participation and reduced social isolation. Registration requirements were met.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered by us on 28 December 2018 and this is the first inspection.
Why we inspected
This was a planned inspection.
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.