Background to this inspection
Updated
3 August 2021
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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that 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
We gave the service 48 hours’ notice of the inspection and provided an explanation as to the inspection process. We asked the provider to submit information to CQC to minimise the time spent on site in response to the pandemic.
The inspection activity started on 10 June 2021, by way of carrying out telephone interviews with people using the service, their relatives and staff. Due to personal circumstances the registered manager was not available to facilitate the office site visit until 5 July 2021. The inspection ended on 5 July 2021.
What we did before the inspection
We reviewed information we had received about the service. The provider completed a Provider Information Return prior to this inspection (PIR). This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with three people who used the service and two relatives of people using the service, about their views and experience of the care provided. We spoke with five members of staff which included, care staff, care co-ordinator, administration assistant, registered manager and the nominated individual, the nominated individual is responsible for supervising the management of the service.
We reviewed a range of records, including three people’s support plans and associated records. Staff supervision and training records and three staff recruitment files. We reviewed the providers own policies and procedures and a variety of other records relating to the management of the service.
After the inspection
We continued to seek clarification from the provider to validate evidence found.
Updated
3 August 2021
About the service
SureCare Leicester is a domiciliary care service. The service provides care and support to people living in their own homes in the community.
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. At the time of our inspection 20 people were receiving personal care.
People’s experience of using this service and what we found
People and relatives expressed they were pleased with the care and support they received from the service. They all commented they received support from a core group of staff, who provided people with individual support in line with their assessed needs and preferences.
Risks to people's safety were assessed and people were protected against avoidable harm, abuse, neglect and discrimination.
People received support from staff that were suitably recruited. Staff received induction training and on-going refresher training to keep their knowledge and skills up to date. Where the provider took the responsibility, people were supported with their medicine’s by staff that had received training on medicines administration and had their competency to safely administer medicines assessed.
People felt reassured and safe as staff followed government guidance on COVID-19. Staff followed infection prevention control (IPC) best practice, in relation to reducing the risks of infection spread, wearing personal protective equipment (PPE) and following good hand hygiene. Staff had access to enough supplies of PPE equipment.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People were treated with respect and compassion. Staff encouraged people to maintain their independence and do as much for themselves as possible.
People and their relatives knew how to raise a complaint and said they would feel confident to do so. Records showed the provider had responded appropriately to complaints. The provider welcomed critical feedback, which was used to drive improvement of the service.
Staff spoke positively of the support they received from the registered manager and provider who often worked alongside them.
The registered manager and provider understood their legal obligations. They had notified CQC of reportable events as required to do so by law. The provider worked with other healthcare professionals to continuously drive improvements at the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Why we inspected
This service was registered with us on 14 June 2019 and this is the first inspection.
Follow Up
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.