The Care Quality Commission
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Archived: Surrey Home Care Limited Domiciliary Care Agency

1st Floor Westgate House, 51 High Street, Esher, Surrey, KT10 9RQ (01372) 462118

Provided and run by:
Surrey Homecare Limited

Important: This service is now registered at a different address - see new profile

All Inspections

23 May 2013

During a routine inspection

As part of the inspection we telephoned 10 people who used the service but only managed to talk with five people. We undertook telephone surveys with five members of staff and had discussions with the registered manager and the trainer for the organisation.

People who used the service told us that they were respected by staff who attended to them. One person told us, “Staff always ask for my permission before they do anything for me.” Another person told us, “Staff help me to wash and shower in private. They always tell me what they are doing when they are helping me.”

People told us they had an assessment of their needs undertaken and that they had a care plan. They told us that staff always wrote in the care plan after every visit.

They told us that they always received their medication on time. They had never missed their medication times.

People told us staff were very kind and helpful. One person told us, “The staff are excellent, they do anything for me.”

We saw that staff were provided with the training they required to help them undertake their roles. We saw that new staff were provided with induction training and regular staff received updated training when required. We saw records of staff supervisions that enabled staff to discuss their performance and training needs.

We found the service to be compliant with the five outcomes we looked at.

10 December 2012

During a routine inspection

People who used the service told us that staff were nice and they were always treated with respect. People told us that staff always respected their privacy and dignity. One person told us, “Staff are very good to me, I have no complaints. Staff helped me with my personal care in private and with the curtains closed.” Another person told us, “We have wonderful conversations when staff are helping me with my care needs.” Relatives we spoke to told us that they were involved in the assessment and care planning process. People who used the service told us that they had a care plan but could not remember everything that was in them. One person told us, “My care plan is regularly reviewed and staff always asked me if there were any changes that needed to be added to the care plan.”

Relatives told us that they believed staff had received training as they were calm and confident when attending to their relative. One person told us, “Staff are brilliant. They do not rush my relative.”

We found that people were not being cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard as they had not received one to one supervision or refresher training from the service.