# Triple Care Healthcare Services

*Operated by Triple Care Healthcare Services Limited.*

Triple Care Healthcare Services is a CQC-regulated home-care agency in Dorking.

## CQC Ratings

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

Rating published: 11/12/2019

## Practical info

- Postcode: RH4 1SJ
- Registered manager: Paradza, Aretha
- Local authority: Surrey
- Region: South East
- City: Dorking
- Last CQC check: 11/Dec/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2019-12-11
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2019-12-11
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2019-12-11

### effective

- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2019-12-11
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2019-12-11
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2019-12-11

### Other

- Finding
  - Evidence: The service worked proactively with external agencies including the local authority to improve the service.
  - Published: 2020-01-29
- Finding
  - Evidence: Regular unannounced spot checks of staff skills were completed by senior staff.
  - Published: 2020-01-29
- Finding
  - Evidence: Complaints were recorded, investigated and responded to in line with the provider's policy.
  - Published: 2020-01-29
- Finding
  - Evidence: Personalised care plans were in place and people received care from a consistent staff team.
  - Published: 2020-01-29
- Finding
  - Evidence: People were treated with dignity and respect and their independence was supported.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received regular supervision, induction and training including the Care Certificate.
  - Published: 2020-01-29
- Finding
  - Evidence: Safe recruitment practices were followed including DBS checks, references and face-to-face interviews.
  - Published: 2020-01-29
- Finding
  - Evidence: Sufficient numbers of skilled and experienced staff were employed and people told us staff arrived on time and stayed for the duration of the call.
  - Published: 2020-01-29
- **safeguarding** _(critical)_
  - Evidence: External doors were locked preventing the person leaving and the persons telephone was removed at night... no capacity assessment or best interest decision had been completed.
  - Published: 2020-01-29
- **record_keeping** _(moderate)_
  - Evidence: Other people's care records contained contradictory information which meant people may be at risk of not receiving the right care.
  - Published: 2020-01-29
- **governance** _(critical)_
  - Evidence: There was no system in place for ensuring that care records were regularly checked and updated... structured audit systems were not in place.
  - Published: 2020-01-29
- **consent_capacity** _(critical)_
  - Evidence: The provider was unable to demonstrate their understanding of the MCA processes... only one staff member had completed MCA training.
  - Published: 2020-01-29
- **medication_management** _(critical)_
  - Evidence: Staff supported a number of people by preparing their medicines and leaving them out for them to take later... We found no risk assessments or guidance for staff had been completed.
  - Published: 2020-01-29
- **care_planning** _(critical)_
  - Evidence: Where specific health conditions meant people may be at risk of ill health guidance was not always in place to inform staff of the signs they should look for, action to take
  - Published: 2020-01-29

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2019-12-11
- Finding
  - Supporting people to develop and maintain relationships to avoid social isolation
  - Published: 2019-12-11
- Finding
  - Meeting people's communication needs
  - Published: 2019-12-11
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2019-12-11
- Finding
  - End of life care and support
  - Published: 2019-12-11

### well_led

- Finding
  - Working in partnership with others
  - Published: 2019-12-11
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2019-12-11
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2019-12-11
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2019-12-11
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2019-12-11

## 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/1-3678908222

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