Kare4You Surrey received a Good rating across all five key questions at its first CQC inspection in January 2023, with 47 people receiving personal care. Minor gaps in record-keeping (paper care plan duplicates, missing allergy information in MAR records) and informal complaint recording were identified and largely rectified during the inspection, with no breaches of regulation found.
Concerns (4)
minor
Record keeping
: “Some duplicate paper copies of care plans held in the office were not up to date but we saw that these were being completed.”
minorMedication management: “Records were missing some detail including allergies. The provider rectified this during the inspection.”
minorComplaints handling: “Informal concerns were not always centrally recorded but we saw individual concerns had been dealt with promptly and proportionately.”
minorCare planning: “People's records included some personal history and preferences with how care should be delivered but had less information about interests, likes and dislikes.”
Strengths
· People consistently reported feeling safe, happy and well-supported, with one person stating 'I am very, very happy with them'
· No missed calls recorded; electronic monitoring system in place to alert management to late or absent staff
· Strong continuity of care with no agency workers used and new staff recruited before expanding caseload
· Staff received regular supervision, competency checks and up-to-date training aligned with the Care Certificate
· Robust governance framework including audits of MAR charts, daily logs, care plans and safeguarding
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candour; continuous learning and improving careGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood