SunCare

Updated 17 January 2020

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.

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 provider 48 hours' notice of our intention to undertake an inspection. This was because the provider delivers a domiciliary care service to people in their own homes, and we needed to be sure that someone would be available in the office.

What we did before the inspection

Before the inspection visit, we reviewed information we had received about the service since the last inspection. This included information about incidents the provider must notify us of, such as any allegations of abuse. We also sought feedback on the service from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During the inspection

We spoke with the registered manager, branch manager, trainer, an office administrator and two care staff. We reviewed a range of records at the provider’s office. These included six people's care records, staff training records, three staff recruitment records and medicines records. We also reviewed incident records, selected policies and procedures, complaints logs and records relating to the management of the service.

After the inspection

We spoke with eight people, three relatives and three community healthcare professionals about their experiences of the care provided. We also spoke with two additional care staff and one senior care staff member.

Updated 17 January 2020

About the service:

SunCare is a domiciliary care service that provides personal care to people in their own homes. 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, 36 people were using the service.

People’s experience of using this service and what we found

People and their relatives felt safe and comfortable in the presence of staff. Staff received training to help them understand how to protect people from harm and abuse. The risks to people were assessed, reviewed and staff had guidance on how to manage these. People received a reliable and consistent service from regular staff. Checks were completed on prospective staff to ensure they were suitable to care for people. People had support to manage their medicines, where they needed this. Staff were trained in how to protect people from the risk of infections. The provider monitored and responded to accidents and incidents involving people who used the service.

People’s individual needs were assessed with them before their care started. Staff received training and support to enable them to work safely and effectively. People had support to prepare meals and drinks of their choosing, where they needed this. Staff helped people attend medical appointments and monitored their general health and wellbeing. 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.

Staff treated people well and spoke to them appropriately. People and their relatives were encouraged to express their views about the care and support they received. Staff protected people’s privacy and dignity and respected their independence.

People’s care plans encouraged a person-centred approach and were read and followed by staff. People and their relatives were involved in yearly care review meetings to discuss how the care provided could be improved. People and their relatives were clear how to complain about the service. Staff worked with community healthcare professionals to identify and meet people’s end of life care needs.

People, their relatives and staff had positive relationships and open communication with the management team. Staff felt well-supported, listened to and valued by management. The provider conducted audits and checks on the quality of the service provided.

Rating at last inspection

The last rating for this service was Good (published 15 July 2017).

Why we inspected

This was a planned inspection based upon the service’s previous rating.

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.