Note30 Oct 2021
Active partnership with Surrey County Council including Discharge to Assess programme, helping people regain independence
Note30 Oct 2021
Agency respected people's religious, cultural and dietary needs and matched staff by language where beneficial
Note30 Oct 2021
Proactive fire safety project in partnership with Fire and Rescue Service benefiting over 60 high-risk individuals
Note30 Oct 2021
Staff well-supported through induction, specialist training, Care Certificate, supervision and one-to-one meetings
Note30 Oct 2021
Thorough and transparent investigation of accidents, incidents, complaints and safeguarding concerns with learning embedded
Note30 Oct 2021
Clear management structure with defined accountability for rota planning, training, medicines management and quality monitoring
Note30 Oct 2021
Strong multi-professional working with GPs, district nurses, OTs and physiotherapists to support people's health outcomes
Note30 Oct 2021
Effective quality monitoring systems including spot checks, satisfaction surveys and regular reviews ensured reliable care
Note30 Oct 2021
Medicines were managed safely with robust policies, spot checks, competency assessments and regular audits
Note30 Oct 2021
People received consistent care from regular staff who understood their individual needs and preferences
minorcommunication_with_families30 Oct 2021
some people told us they were not always informed if their care workers were running late. One person told us, 'sometimes the co-ordinators could communicate more if carers are going to be late.'
Note27 Sept 2016
Staff felt well-supported; the majority reported job satisfaction and a positive team culture.
Note27 Sept 2016
The provider was developing technology solutions including electronic call monitoring and a secure internet portal for families and professionals.
Note27 Sept 2016
Surrey County Council praised the agency as well-run, proactive, and responsive, with innovative training including preparation of traditional English food.
Note27 Sept 2016
Strong quality assurance systems including bi-annual surveys, monthly audits, complaint tracking, and a dedicated compliance manager.
Note27 Sept 2016
Care plans were person-centred, regularly reviewed, and focused on empowering independence and individual preferences.
Note27 Sept 2016
Staff received comprehensive induction, regular refresher training incorporating the Care Certificate, and competency assessments including unannounced supervisory visits.
Note27 Sept 2016
Medicines management was well-organised with individual risk assessments, trained staff, monthly checks, and a dedicated medical secretary.
Note27 Sept 2016
People felt safe and were protected by robust safeguarding procedures with clear records and close working with the Local Safeguarding Authority.
minorcultural_competency27 Sept 2016
Carers are often unable to speak good English and talk to each other in their own language in front of me which is upsetting
moderateperson_centred_care27 Sept 2016
They are not always on time, today they were two hours late and [my relative] is totally dependent on them, she gets distressed
moderatestaff_training27 Sept 2016
Carers are very good if long term but new staff are often untrained and not shadowed
moderatestaff_competency27 Sept 2016
Some have only been in the country a few weeks, they don't seem to have had any training or supervision
minorcommunication_with_families27 Sept 2016
I do feel safe, but it would be good to know who is coming.