Sugarman Health and Wellbeing - Dorset

Updated 14 April 2022

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 an inspector and an Expert by Experience. The Expert by Experience made telephone calls to people and relatives to get their views on the service. 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 is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service.. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 17 March 2022 and ended on 22 March 2022. We visited the location’s office on 17 March 2022.

What we did before inspection

We reviewed information we had received about the service since it was registered with us. We sought feedback from the local authority and professionals who work with the service. 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. We used all this information to plan our inspection.

During the inspection

We spoke with five people and three relatives about the service they receive. We spoke with the registered manager and the rota coordinator. We emailed 26 members of staff and five health professionals to obtain their views of the service. We obtained feedback from 13 staff (11 by email and two by telephone).

We reviewed a range of records. This included four people's care records and multiple medication records. We looked at four staff files in relation to recruitment, training and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We received feedback from two health professionals who visit people supported by the service.

Updated 14 April 2022

About the service

Sugarman Health and Wellbeing - Dorset is a domiciliary care service providing personal care and support to people in their own homes. The service delivers support to children, young people and adults requiring complex care and continuing healthcare. The frequency and duration of visits across the service varied dependent on people's needs. At the time of our inspection there were 23 people being provided with support.

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

People told us they felt safe when supported by the care staff. People and their relatives described both care and office staff as being kind, competent and well trained.

Risks in people’s lives were well known with all avenues explored to minimise the identified risks without being unduly restrictive. A professional noted staff “demonstrated good competence in keeping people safe and managing risk.”

People were supported by safely recruited staff who had received safeguarding training and demonstrated a good understanding of the signs and symptoms that could indicate someone was experiencing harm and abuse. A person expressed, “I feel really comfortable and confident with the way they care for me.” Staff were confident if they raised concerns appropriate action would be taken.

The service worked closely with commissioners and health professionals to provide holistic and timely support to people as their needs changed. Reviews were held regularly with input from all relevant parties including the person being supported.

People and their relatives felt listened to and involved in their day to day care. 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’s communication needs and preferences were known, respected and met. Complaints were acknowledged and investigations conducted to resolve issues in line with the provider’s complaints policy.

There was a supportive and one-team approach at the service. Care staff and office staff worked cohesively. Staff told us they enjoyed working for the service and supporting their colleagues. Staff told us the service were flexible in helping them manage caring responsibilities and have a good work-life balance.

People, relatives, staff and professionals were unanimous in their praise of the registered manager who was seen as supportive, approachable and a good listener.

Staff felt valued and told us they were actively encouraged to learn new skills and qualifications. A staff member said, “Sugarman takes pride in helping staff improve and gain opportunities to progress within the company.”

The service had developed a good working relationship and reputation with health professionals and local commissioners. The service worked closely with schools and day centres to help people transition between home and other settings.

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 1 April 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.