Background to this inspection
Updated
20 April 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 two inspectors, one assistant inspector and one Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
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
This inspection was announced. Due to the pandemic, we gave a short period notice of the inspection to enable us to collate as much information as possible virtually to minimise the time spent by the inspection team visiting the provider’s office.
Inspection activity started on 05 March 2021 and ended on 12 March 2021. We visited the office location on 12 March 2021.
What we did before the inspection
We reviewed information we had received about the service since the last inspection and sought feedback from the local authority The provider was not asked to complete a provider information return prior to this inspection. 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 seven people who used the service and 12 relatives by telephone about their experience of the care provided. We spoke with six members of care staff, care manager and the registered manager. We reviewed feedback received from the local authority.
We reviewed a range of records. This included five people's care records and medication records. We looked at three staff files in relation to recruitment, training and supervision and the systems in place for quality monitoring.
After the inspection
We continued to seek clarification from the provider to validate evidence found.
Updated
20 April 2021
About the service
Surecare Southend is a domiciliary care agency providing personal care to people living in their own homes. At the time of our inspection 79 people were using the service.
People’s experience of using this service and what we found
The registered manager had not always notified the relevant authorities of safeguarding concerns. This included notifying CQC in line with regulatory requirements.
Recruitment procedures were safe. Staff had been recruited following relevant checks being completed. Although there were enough staff to meet people’s care and support needs, some people raised concerns about the timings of care call visits and not knowing which staff would be coming.
Risk assessments were in place to manage the potential risks within people’s lives. People received their prescribed medicine by trained staff. Staff had access to appropriate personal protective equipment (PPE) to help prevent the spread of infection.
Staff received an induction when they first started work at the service. They were trained and competent to fulfil their role and responsibilities. Staff received supervision and appraisals to monitor their performance.
People were supported to maintain good health and access health care professionals. Where required, people were supported with their nutritional needs.
Except for one person, people and their relatives spoke positively about the kind, caring attitude of staff. People were treated with dignity and respect and their independence promoted.
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.
We received negative feedback about how the service was well led. Some people and their relatives told us communication was poor; this mainly related to care call visits.
There were systems in place to monitor the safety and quality of the service provided, however further improvements were required to drive improvements.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk.
Rating at last inspection
The last rating for the service at the provider’s previous premises was good (report published on 18 April 2018).
Why we inspected
The inspection was prompted in part due to concerns received about how the service was managing safeguard concerns. A decision was made for us to inspect and examine those risks.
We have found evidence that the provider needs to make improvements. Please see the safe and well led sections of this full report.
You can see what action we have asked the provider to take at the end of this full report.
You can read the report from our last comprehensive inspection by selecting the ‘all reports’ link for Surecare Southend on our website at www.cqc.org.uk
Enforcement
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection.
We have identified one breach in relation to safeguarding people from the risk of harm and abuse.
Follow up
We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.