Date of assessment: 21 to 25 February 2025. Complete Home Care Sussex Ltd is a domiciliary care agency and provides personal care to people living in their own homes. CQC only inspects where people are receiving the regulated activity personal care. This is help with tasks related to personal hygiene and eating. Where they do, we consider any wider social care provided. At the time of this inspection 47 people were receiving support with personal care. We undertook this assessment in response to information of concern about the care provided. We found no evidence to support the concerns raised. People were receiving a personalised service from staff who knew them well and understood their needs and preferences. Risks were assessed and managed effectively, medicines were administered safely, and staff received the training and support they needed. The provider used an electronic care monitoring system to plan and monitor care visits. A staff member spoke positively about the system, saying, “We have never missed a visit to anyone.” The provider had safe systems in place to manage recruitment of staff and to monitor the service. Staff described a positive culture where they were able to raise any concerns. Some management systems needed improving to ensure effective oversight and governance. The provider took immediate action to make improvements on the day of the inspection.
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Complete Home Care Sussex Ltd received a Good rating across all five key questions at its first inspection in December 2019, demonstrating safe, personalised care underpinned by strong leadership and effective governance systems. People and relatives were consistently positive about staff competence, compassion, and the responsiveness of the service to their individual needs.
Strengths
· People felt safe and staff consistently followed safeguarding policies and procedures, escalating concerns appropriately.
· Comprehensive, personalised risk assessments and care plans guided staff in meeting individual needs safely.
· Sufficient staffing levels with adequate travel time between calls; people received visits on time and for expected durations.
· Safe medicines administration with staff training, regular competency checks, and consistent record-keeping.
· Staff received a thorough induction, regular training (including end-of-life care at a local hospice), and supervision sessions.
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 eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives and access healthcare servicesGood
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: Respecting and promoting people's privacy, dignity and independenceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
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: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staff; duty of candourGood