- Homecare service
180 Surrey Street
Report from 13 June 2024 assessment
Contents
Ratings
Our view of the service
180 Surrey Street is a domiciliary care agency registered to provide personal care. The assessment was carried out due to information of concern received about the service. We also checked whether the service had made improvements since our last inspection. The assessment was completed remotely by an assessor, an inspector and an 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. We received feedback from the local authority quality monitoring team. During the assessment process we spoke with 2 people using the service and 6 relatives and friends. We looked at eight quality statements: [Learning culture, Safe systems, pathways and transitions, Safeguarding, Involving people to manage risks, Safe and effective staffing, Medicines Optimisation, Capable, compassionate and inclusive leaders, Freedom to speak up, Governance, management and sustainability and Learning, improvement and innovation]. At our last inspection the service was rated requires improvement. At this assessment we found the provider had made some improvements to meet the regulations. However, further action was required. The service rating remains requires improvement. At our last inspection the service was in breach of the regulations around governance due to a lack of robust systems to effectively monitor and improve the service. The provider had not made enough improvements in this area and continued to be in breach of this regulation.
People's experience of this service
Most people and their relatives were complimentary about the direct care provided by support staff. They said staff provided safe care and treatment and there was generally a consistent staff base supporting them. There were some concerns raised about call scheduling with people saying they felt care staff rushed in order to attend their next planned care call. We received mixed feedback about the competency of staff, with some people saying that new care staff were not as well trained. People told us they were not involved in the planning of their care.