# Mercury Care Services Ltd

*Operated by Mercury Care Services Limited.*

Mercury Care Services Ltd is a CQC-regulated home-care agency in Thornton Heath.

## CQC Ratings

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

Rating published: 20/03/2026

## Practical info

- Postcode: CR7 6AW
- Registered manager: Ewa, Anne
- Local authority: Croydon
- Region: London
- City: Thornton Heath
- Last CQC check: 20/Mar/2026 - 00:00

## Inspection findings

### caring

- Finding
  - Advocacy and independence
  - Published: 2020-01-29
- Finding
  - Person-centred knowledge and continuity
  - Published: 2020-01-29
- Finding
  - Kindness, respect and dignity
  - Published: 2020-01-29

### effective

- Finding
  - Staff training, induction and supervision
  - Published: 2020-01-29
- Finding
  - Mental Capacity Act compliance
  - Published: 2020-01-29
- Finding
  - Nutrition and hydration
  - Published: 2020-01-29
- Finding
  - Care records and healthcare needs
  - Published: 2020-01-29

### Other

- Finding
  - Evidence: Provider worked in partnership with GPs, community nurses, physiotherapists and social workers to achieve positive outcomes
  - Published: 2020-01-29
- Finding
  - Evidence: Bi-monthly team meetings with minutes shared to ensure consistent communication across the staff team
  - Published: 2020-01-29
- Finding
  - Evidence: Responsive reassessment process triggered by changes in people's or carers' needs
  - Published: 2020-01-29
- Finding
  - Evidence: Effective quality assurance including fortnightly telephone monitoring, spot checks and three-monthly care record audits
  - Published: 2020-01-29
- Finding
  - Evidence: Continuity of care staff promoted positive relationships and person-centred support
  - Published: 2020-01-29
- Finding
  - Evidence: Quarterly supervision, regular spot checks and annual appraisals ensuring staff were supported and competent
  - Published: 2020-01-29
- Finding
  - Evidence: Comprehensive induction including Care Certificate covering 15 areas, shadowing and practical equipment training
  - Published: 2020-01-29
- Finding
  - Evidence: No missed care calls reported; office proactively redirected staff when running late to minimise waiting
  - Published: 2020-01-29
- Finding
  - Evidence: Robust recruitment process including five-year reference checks, DBS checks and right-to-work verification
  - Published: 2020-01-29
- Finding
  - Evidence: Staff trained to recognise and report abuse with clear escalation procedures including whistleblowing awareness
  - Published: 2020-01-29
- Finding
  - Evidence: Weekly time sheets signed by people using the service were checked by the registered manager with discrepancies followed up
  - Published: 2020-01-29
- Finding
  - Evidence: Care records contained sufficient information about people's nutritional needs including dietary requirements and allergies
  - Published: 2020-01-29
- Finding
  - Evidence: Medicines administration charts accurately recorded medicines required, minimising risk of errors
  - Published: 2020-01-29
- Finding
  - Evidence: Provider conducted checks to ensure staff were eligible to work in the UK, retaining copies of passports and residence permits
  - Published: 2020-01-29
- Finding
  - Evidence: Care workers attended to people on time and stayed for the full length of their calls
  - Published: 2020-01-29
- **care_planning** _(minor)_
  - Evidence: there was very little advice within care records about what people's likes and dislikes were in relation to food which would help to ensure that care workers met people's individual needs
  - Published: 2020-01-29
- **medication_management** _(moderate)_
  - Evidence: in one care plan we reviewed, we found there was not a full list of the medicines the person was supposed to be taking...the dosage of medicines the person was supposed to be taking was not recorded
  - Published: 2020-01-29

### responsive

- Finding
  - Complaints handling
  - Published: 2020-01-29
- Finding
  - Recreational interests and social needs
  - Published: 2020-01-29
- Finding
  - Care planning and involvement
  - Published: 2020-01-29

### well_led

- Finding
  - Engagement with people and multidisciplinary team
  - Published: 2020-01-29
- Finding
  - Staff morale and leadership culture
  - Published: 2020-01-29
- Finding
  - Quality monitoring and governance
  - Published: 2020-01-29

## 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/1-2034829862

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