# Best At Home (1) Southerton House

*Operated by Best At Home Domiciliary Care Services Ltd.*

Best At Home (1) Southerton House is a CQC-regulated home-care agency in Mitcham.

## CQC Ratings

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

Rating published: 16/06/2023

## Practical info

- Postcode: CR4 3TD
- Registered manager: Bhoi, Sudha
- Local authority: Merton
- Region: London
- City: Mitcham
- Last CQC check: 16/Jun/2023 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Staff induction mapped to Care Certificate with mandatory training matrix and shadowing opportunities
  - Published: 2023-06-16
- Finding
  - Evidence: Strong partnership working with local authorities, GPs, district nurses, police, and social workers
  - Published: 2023-06-16
- Finding
  - Evidence: Open and inclusive culture with monthly welfare calls, quarterly monitoring visits, and bi-annual satisfaction surveys
  - Published: 2023-06-16
- Finding
  - Evidence: Person-centred, up-to-date care plans with detailed risk assessments reviewed and updated as needs changed
  - Published: 2023-06-16
- Finding
  - Evidence: New quality assurance and compliance manager role created to oversee governance systems and drive continuous improvement
  - Published: 2023-06-16
- Finding
  - Evidence: Thorough staff recruitment processes including DBS checks, identity, right-to-work, and character references consistently followed
  - Published: 2023-06-16
- Finding
  - Evidence: No recording errors or omissions found on electronic medicines records; medicines regularly audited by managers and staff
  - Published: 2023-06-16
- Finding
  - Evidence: Electronic call monitoring (ECM) system effectively used to coordinate and monitor staff visit times, auto-alerting managers to late, early or missed calls
  - Published: 2023-06-16
- Finding
  - Evidence: Service worked in partnership with stakeholders and acted on feedback
  - Published: 2022-06-17
- Finding
  - Evidence: Registered manager was approachable, visible and supportive; staff spoke positively about leadership
  - Published: 2022-06-17
- Finding
  - Evidence: Effective infection prevention and control, including PPE use and testing
  - Published: 2022-06-17
- Finding
  - Evidence: Service worked within the principles of the Mental Capacity Act
  - Published: 2022-06-17
- Finding
  - Evidence: People received their medicines safely and as prescribed
  - Published: 2022-06-17
- Finding
  - Evidence: Risk assessments were regularly reviewed and gave staff clear guidance to mitigate risks
  - Published: 2022-06-17
- Finding
  - Evidence: People continued to be safeguarded against the risk of abuse with ongoing staff safeguarding training
  - Published: 2022-06-17
- Finding
  - Evidence: Robust pre-employment checks including DBS, references and identification verification
  - Published: 2022-06-17
- **governance** _(moderate)_
  - Evidence: the registered manager had not informed us of two incidents which required reporting to the regulatory body.
  - Published: 2022-06-17
- **record_keeping** _(minor)_
  - Evidence: We checked the completed MAR and found these were completed accurately however were, on occasion, messy and illegible.
  - Published: 2022-06-17
- **governance** _(moderate)_
  - Evidence: we found medicines audits were not always contemporaneous; in that we saw the same findings were recorded over several months.
  - Published: 2022-06-17
- **missed_or_late_visits** _(moderate)_
  - Evidence: They are meant to stay for half an hour, but they stay for around 10 minutes. Mostly there are two staff, sometimes there is only one
  - Published: 2022-06-17

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-06-17
- Finding
  - Preventing and controlling infection
  - Published: 2022-06-17
- Finding
  - Using medicines safely
  - Published: 2022-06-17
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-06-17
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-06-17
- Finding
  - Staffing and recruitment
  - Published: 2022-06-17

### well_led

- Finding
  - Working in partnership with others and duty of candour
  - Published: 2022-06-17
- Finding
  - Continuous learning and improving care
  - Published: 2022-06-17
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-06-17
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-06-17

## 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/1-9580205245

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