# First In Care Services

*Operated by First In Care Services Ltd.*

First In Care Services is a CQC-regulated home-care agency in Reigate.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Not Rated |
| Safe | Not Rated |
| Effective | Not Rated |
| Caring | Not Rated |
| Responsive | Not Rated |
| Well-led | Not Rated |

## Practical info

- Postcode: RH2 9RJ
- Registered manager: Sebata, Olga
- Local authority: Surrey
- Region: South East
- City: Reigate
- Last CQC check: 14/May/2024 - 00:00

## Inspection findings

### caring

- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-03-08
- Finding
  - Supporting people to express their views and be involved in making decisions about their care; respecting dignity and independence
  - Published: 2023-03-08

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-03-08
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-03-08
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-03-08
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-03-08
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-03-08

### Other

- Finding
  - Evidence: The service had an infection control policy and PPE supply in place.
  - Published: 2023-03-08
- Finding
  - Evidence: People's communication needs were detailed in care plans with practical guidance for staff.
  - Published: 2023-03-08
- Finding
  - Evidence: The provider responded promptly to the missed calls concern, conducting an internal investigation and providing CQC assurances.
  - Published: 2023-03-08
- Finding
  - Evidence: Accident and incident logs were maintained and signed off by the manager to identify trends.
  - Published: 2023-03-08
- Finding
  - Evidence: Complaints were responded to promptly; a complaints tracker was maintained for oversight.
  - Published: 2023-03-08
- Finding
  - Evidence: Staff were knowledgeable about respecting equality and diversity.
  - Published: 2023-03-08
- Finding
  - Evidence: Care plans were personalised with details about how people liked to receive their care and promoted independence.
  - Published: 2023-03-08
- Finding
  - Evidence: People told us staff were compassionate and respected people's dignity, treating them with kindness and respect.
  - Published: 2023-03-08
- **person_centred_care** _(critical)_
  - Evidence: A person had been left without care support calls for a number of days. This meant the person had to rely on friends and family members to support with personal care.
  - Published: 2023-03-08
- **supervision_appraisal** _(moderate)_
  - Evidence: There were no systems to obtain feedback about the running of the service. No way for the manager to have oversight of quality assurance feedback.
  - Published: 2023-03-08
- **communication_with_families** _(moderate)_
  - Evidence: The manager does not answer her phone and the communication is very slow.
  - Published: 2023-03-08

### responsive

- Finding
  - End of life care and support
  - Published: 2023-03-08
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-03-08
- Finding
  - Meeting people's communication needs
  - Published: 2023-03-08
- Finding
  - Planning personalised care to ensure people have choice and control
  - Published: 2023-03-08

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-03-08
- Finding
  - Preventing and controlling infection
  - Published: 2023-03-08
- Finding
  - Using medicines safely
  - Published: 2023-03-08
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-03-08
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-03-08
- Finding
  - Staffing and recruitment
  - Published: 2023-03-08

### well_led

- Finding
  - Promoting a positive culture; continuous learning and improving care; duty of candour
  - Published: 2023-03-08
- Finding
  - Managers and staff being clear about their roles; understanding quality performance, risks and regulatory requirements
  - Published: 2023-03-08

## 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/1-9817102215

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