# Superior Healthcare

*Operated by The Superior Healthcare Group Ltd.*

Superior Healthcare is a CQC-regulated home-care agency in Whitstable.

## CQC Ratings

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

Rating published: 05/02/2020

## Practical info

- Postcode: CT5 3SE
- Registered manager: Lucatero Ramirez, Susana
- Local authority: Kent
- Region: South East
- City: Whitstable
- Last CQC check: 01/Aug/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2021-10-30
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2021-10-30
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2021-10-30

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2021-10-30
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2021-10-30
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2021-10-30
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: People confirmed PPE was used effectively and infection control training was provided to staff.
  - Published: 2023-08-01
- Finding
  - Evidence: Provider worked in partnership with health and social care professionals and attended sector forums.
  - Published: 2023-08-01
- Finding
  - Evidence: Staff felt respected, supported and valued, promoting a positive and improvement-driven culture.
  - Published: 2023-08-01
- Finding
  - Evidence: Rapid response team deployed to cover unfulfilled calls due to sickness or short-notice absences.
  - Published: 2023-08-01
- Finding
  - Evidence: Effective quality monitoring with monthly audits, quarterly analysis, and trend review by registered manager.
  - Published: 2023-08-01
- Finding
  - Evidence: Staff knowledgeable about safeguarding procedures and confident to report concerns and whistle-blow.
  - Published: 2023-08-01
- Finding
  - Evidence: Sufficient and consistent staffing with appropriate DBS and reference checks during recruitment.
  - Published: 2023-08-01
- Finding
  - Evidence: Medicines were managed safely with effective MAR audits and protocols for 'as required' medicines.
  - Published: 2023-08-01
- **governance** _(minor)_
  - Evidence: The provider was commissioning a bespoke electronic care system...currently relying on staff to notify the office, or people or their relatives telephoning if staff did not arrive.
  - Published: 2023-08-01
- **incident_learning** _(moderate)_
  - Evidence: The registered manager identified 2 occasions when wake night staff were found to be asleep on duty. Immediate action was taken to investigate and address this, as it posed a potential risk.
  - Published: 2023-08-01
- **staffing_levels** _(minor)_
  - Evidence: Concerns had been raised by a relative regarding short notice cover arrangements. The management team had apologised to the relative.
  - Published: 2023-08-01
- **safeguarding** _(moderate)_
  - Evidence: A management audit had identified notifications had not always been submitted to the Care Quality Commission, following discussions with the local authority safeguarding authority. These were submitted retrospectively.
  - Published: 2023-08-01

### responsive

- Finding
  - End of life care and support
  - Published: 2021-10-30
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2021-10-30
- Finding
  - Supporting people to develop and maintain relationships to avoid social isolation
  - Published: 2021-10-30
- Finding
  - Meeting people's communication needs
  - Published: 2021-10-30
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2021-10-30

### well_led

- Finding
  - Working in partnership with others
  - Published: 2021-10-30
- Finding
  - Continuous learning and improving care
  - Published: 2021-10-30
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2021-10-30
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2021-10-30
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2021-10-30
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2021-10-30

## 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/1-6018199673

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