Background to this inspection
Updated
2 February 2023
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 Health and Social Care Act 2008.
Inspection team
The inspection was carried out by 2 inspectors and 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.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post, however following the inspection the provider notified us that the registered manager had left the service and they had recruited a new manager.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 28 November 2022 and ended on 09 December 2022. We visited the location’s office on 28 November 2022.
What we did before the inspection
We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.
During the inspection
We spoke with 7 people who used the service and 8 relatives about their experience of the care provided. We spoke with 7 members of staff including the registered manager. We reviewed a range of records relating to the management of the service, including policies, procedures, training records and quality assurance records. We looked at 4 peoples care records and 2 staff member's files in relation to recruitment and induction.
Updated
2 February 2023
About the service
SureCare Batley & Wakefield is a domiciliary care agency which provides personal care and support to people in their own home. The service provides support to older people and people living with physical disabilities. At the time of our inspection there were 45 people using the service. 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
Systems to monitor people’s calls was not effective. People did not always receive their calls on time and for the length of time allocated. Risk assessments and care plans were completed in line with people’s needs, however accident and incident records contained conflicting information.
Quality monitoring systems were in place, but these were not effective. We made recommendations about this.
The registered manager understood their role and responsibilities and was working on a service improvement plan. Staff enjoyed working for the provider and felt supported by the managers.
People's needs were assessed and documented clearly in care plans. Staff were provided with detailed task lists for each call. People received support with their nutrition and hydration. Referrals were made to appropriate health professionals where needed.
People told us they were treated well and with respect. People were involved in their care planning and knew the staff well. Relatives felt people were treated well and involved in their loved one’s care planning.
The provider sought feedback from the staff and people who use the service to improve the quality of the service. People were aware of how to raise a complaint if they needed to. Care plans were detailed and described how each person should be supported.
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.
At the time of the inspection, the location did not care or support for anyone with a learning disability or an autistic person. However, we assessed the care provision under the Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.
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 with us on 10 October 2020 and this is the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.