# Novus Care Limited - Surrey

*Operated by Novus Care Limited.*

Novus Care Limited - Surrey is a CQC-regulated home-care agency in Cranleigh.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Requires improvement |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 24/05/2019

## Practical info

- Postcode: GU6 8RL
- Registered manager: Swateridge, Charlotte
- Local authority: Surrey
- Region: South East
- City: Cranleigh
- Last CQC check: 24/May/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Ensuring people are well treated and supported; equality and diversity
  - Published: 2019-05-24
- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2019-05-24
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2019-05-24

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2019-05-24
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2019-05-24
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2019-05-24
- Finding
  - Supporting people to eat and drink enough with choice in a balanced diet
  - Published: 2019-05-24
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2019-05-24
- Finding
  - Staff skills, knowledge and experience
  - Published: 2019-05-24

### Other

- Finding
  - Evidence: No complaints received in 2016; people and relatives felt confident raising concerns with the management team
  - Published: 2020-01-29
- Finding
  - Evidence: Management team described as approachable, supportive, and responsive by both staff and external professionals
  - Published: 2020-01-29
- Finding
  - Evidence: Strong partnership working with local authority, district nurses, GPs, and day centres to promote wellbeing
  - Published: 2020-01-29
- Finding
  - Evidence: Regular quality assurance including spot checks, telephone monitoring, surveys, and annual quality assurance exercise
  - Published: 2020-01-29
- Finding
  - Evidence: Staff demonstrated good understanding of Mental Capacity Act 2005 and always sought consent before providing care
  - Published: 2020-01-29
- Finding
  - Evidence: New personalised care plan formats introduced reflecting individual preferences, likes, dislikes, and life history
  - Published: 2020-01-29
- Finding
  - Evidence: Medicines management was robust with photographic records, competency assessments, and regular spot checks
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received induction, mandatory training, quarterly supervision, staff meetings, and annual appraisals
  - Published: 2020-01-29
- Finding
  - Evidence: Safe recruitment practices in place including DBS checks, references, and documented interview processes
  - Published: 2020-01-29
- Finding
  - Evidence: People reported feeling safe and supported by a consistent, familiar group of staff who knew their needs well
  - Published: 2020-01-29

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2019-05-24
- Finding
  - End of life care and support
  - Published: 2019-05-24
- Finding
  - Planning personalised care to meet people's needs, preferences, interests and give them choice and control
  - Published: 2019-05-24

### safe

- Finding
  - Staffing and recruitment
  - Published: 2019-05-24
- Finding
  - Preventing and controlling infection
  - Published: 2019-05-24
- Finding
  - Learning lessons when things go wrong
  - Published: 2019-05-24
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2019-05-24

### well_led

- Finding
  - Continuous learning and improving care
  - Published: 2019-05-24
- Finding
  - Working in partnership with others
  - Published: 2019-05-24
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2019-05-24
- Finding
  - Managers and staff are clear about their roles, and understand quality performance, risks and regulatory requirements
  - Published: 2019-05-24

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-1549551104

HomeCare Compass is an independent guide and is not affiliated with the CQC.