# Home Counties Carers

*Operated by Home Counties Carers Limited.*

Home Counties Carers is a CQC-regulated home-care agency in Woking.

## CQC Ratings

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

Rating published: 06/09/2023

## Practical info

- Postcode: GU23 6ER
- Registered manager: Mercer, Lauren
- Local authority: Surrey
- Region: South East
- City: Woking
- Last CQC check: 06/Sep/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-09-06
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-09-06
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-09-06

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-09-06
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-09-06
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-09-06
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-09-06
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-09-06

### Other

- Finding
  - Evidence: People and relatives expressed exceptional satisfaction, with care described as improving quality of life dramatically.
  - Published: 2023-09-06
- Finding
  - Evidence: Comprehensive quality assurance audits covering supervisions, training, care plans, medicine records, care notes and infection control.
  - Published: 2023-09-06
- Finding
  - Evidence: Effective multi-agency working including timely liaison with GPs, OTs, district nurses and safeguarding authorities.
  - Published: 2023-09-06
- Finding
  - Evidence: Outstanding leadership with provider and registered managers personally engaged with staff wellbeing, university research partnerships, and community charity initiatives.
  - Published: 2023-09-06
- Finding
  - Evidence: Medicines managed safely with electronic MAR charts, PRN protocols, and staff signed off only after observed competency assessment.
  - Published: 2023-09-06
- Finding
  - Evidence: No missed calls reported; robust contingency planning for sickness/absence and emergencies including bad weather.
  - Published: 2023-09-06
- Finding
  - Evidence: Strong, stable staffing with effective recruitment practices, thorough inductions, continuous training including the Care Certificate, and regular competency spot checks.
  - Published: 2023-09-06
- Finding
  - Evidence: Exceptional person-centred culture with staff consistently going above and beyond, including personal gestures such as delivering Jubilee mugs, cream teas, flowers and birthday cakes to people supported.
  - Published: 2023-09-06

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-09-06
- Finding
  - Meeting people's communication needs
  - Published: 2023-09-06
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences; End of life care and support
  - Published: 2023-09-06

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-09-06
- Finding
  - Preventing and controlling infection
  - Published: 2023-09-06
- Finding
  - Using medicines safely
  - Published: 2023-09-06
- Finding
  - Staffing and recruitment
  - Published: 2023-09-06
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-09-06
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-09-06

### well_led

- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-09-06
- Finding
  - Working in partnership with others
  - Published: 2023-09-06
- Finding
  - Engaging and involving people using the service, the public and staff, fully considering their equality characteristics
  - Published: 2023-09-06
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving care
  - Published: 2023-09-06
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-09-06

## 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/1-2325711270

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