# Superhealthcare *Operated by Super Healthcare Ltd.* Superhealthcare is a CQC-regulated home-care agency in Westcliff-on-sea. ## CQC Ratings | Key question | Rating | | --- | --- | | Overall | Good | | Safe | Good | | Effective | Good | | Caring | Good | | Responsive | Good | | Well-led | Good | Rating published: 02/09/2023 ## Practical info - Postcode: SS0 7EL - Registered manager: Ndlovu, Kadija - Local authority: Southend-on-Sea - Region: East - City: Westcliff-on-sea - Last CQC check: 02/Sep/2023 - 00:00 ## Inspection findings ### Other - Finding - Evidence: Staff were aware of their roles and responsibilities and reported feeling supported by the provider. - Published: 2024-04-18 - Finding - Evidence: The service worked closely with the Local Authority and healthcare professionals. - Published: 2024-04-18 - Finding - Evidence: Customer satisfaction surveys showed all areas marked as 'good' or 'outstanding' by people using the service. - Published: 2024-04-18 - Finding - Evidence: Staff had access to adequate PPE supplies and were undertaking COVID-19 testing in line with government guidance. - Published: 2024-04-18 - Finding - Evidence: Risks to people were assessed, recorded and managed to enable people to live in their own homes safely. - Published: 2024-04-18 - Finding - Evidence: Staff understood safeguarding responsibilities and knew how to escalate concerns to the registered manager and external agencies. - Published: 2024-04-18 - Finding - Evidence: People confirmed they had not experienced any missed calls and felt safe with staff visits. - Published: 2024-04-18 - **infection_control** _(moderate)_ - Evidence: We were not assured all members of staff employed at the service had received appropriate training relating to infection, prevention and control, COVID-19 or 'donning' and 'doffing' training. - Published: 2024-04-18 - **consent_capacity** _(moderate)_ - Evidence: Where restrictions were in place, the reason for the restriction was not recorded to evidence these had been agreed as part of 'best interest' procedures. - Published: 2024-04-18 - **incident_learning** _(critical)_ - Evidence: There was no analysis, follow up, or investigation to identify the potential causes of injuries sustained by people using the service. For example, unexplained bruises identified on body maps. - Published: 2024-04-18 - **supervision_appraisal** _(moderate)_ - Evidence: Not all newly appointed staff had received supervision or 'spot visit' checks... One member of staff told us they had not received any supervisions or spot visit checks since commencing in post in December 2021. - Published: 2024-04-18 - **governance** _(critical)_ - Evidence: Quality assurance and governance arrangements in place were not effective in identifying shortfalls in the service or making the required improvements. - Published: 2024-04-18 - **safeguarding** _(critical)_ - Evidence: No Disclosure and Barring Service [DBS] checks were completed for these staff... A risk assessment was not completed or considered to assess and manage the risks. - Published: 2024-04-18 - **staff_competency** _(critical)_ - Evidence: Recruitment practices remained unsafe and lessons had not been learned to make the required improvements. No recruitment files were available for three members of staff. - Published: 2024-04-18 - **staff_training** _(critical)_ - Evidence: No records of induction available for eight members of staff. There was no evidence of training for four members of staff. - Published: 2024-04-18 - **record_keeping** _(critical)_ - Evidence: Unexplained gaps on the MAR forms for two people, giving no indication of whether they had received their medicines or not, and if not, the reason why was not recorded. - Published: 2024-04-18 - **medication_management** _(critical)_ - Evidence: MAR forms for two people recorded one member of staff had administered two people's medicines on 12 occasions but they were not appropriately trained. - Published: 2024-04-18 - **medication_management** _(critical)_ - Evidence: Not all staff who administered people's medication had received training or had their competency assessed through direct observation to ensure their practice was safe. - Published: 2024-04-18 - Finding - Evidence: Staff felt valued, supported, and able to raise concerns openly - Published: 2023-09-02 - Finding - Evidence: Registered manager engaged external consultancy to support ongoing improvement - Published: 2023-09-02 - Finding - Evidence: Service exited Special Measures following sustained improvements - Published: 2023-09-02 - Finding - Evidence: Recruitment practices improved; provider no longer in breach of Regulation 12 - Published: 2023-09-02 - Finding - Evidence: Governance improved from Inadequate to Good; provider no longer in breach of Regulation 17 - Published: 2023-09-02 - Finding - Evidence: Staff received formal supervision, spot visits, and appraisals since last inspection - Published: 2023-09-02 - Finding - Evidence: Medication audits completed regularly with no corrective actions required - Published: 2023-09-02 - Finding - Evidence: People and relatives consistently praised staff caring attitudes and continuity of care - Published: 2023-09-02 - Finding - Evidence: No missed or late calls recorded since introduction of electronic call monitoring system; relatives confirmed accuracy - Published: 2023-09-02 - **care_planning** _(minor)_ - Evidence: The registered manager should consider assessing people's environmental risks. - Published: 2023-09-02 - **governance** _(minor)_ - Evidence: Improvements were needed to make sure completed audits were less generalised and more focused on individuals who used the service and staff. - Published: 2023-09-02 ### well_led - Finding - Working in partnership with others - Published: 2023-06-30 ## 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/1-6575573200 HomeCare Compass is an independent guide and is not affiliated with the CQC.