SureCare (Croydon and Sutton)

The was a registered manager in post at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People continued to receive their care safely. Staff reduced known risks to people by assessing them and following plans to reduce the possibility of people experiencing avoidable harm. Staff were trained to protect people from improper treatment. The provider cooperated with local safeguarding enquiries. Suitably vetted staff were available in sufficient numbers to deliver people's care safely and on time as planned. Staff followed appropriate medicines and infection control practices.

People and their relatives participated in their needs assessments. The registered manager ensured that staff were trained, supervised and appraised. People were treated in line with mental capacity legislation and were supported to access healthcare services. People received the support they required to eat and drink enough.

People and their relatives told us that staff were friendly, gentle and kind. Staff respected people's privacy and treated them with dignity. People's cultural needs were identified and met. Staff made the time to talk with people.

SureCare (Croydon and Sutton) delivered responsive care. People's care records guided staff on people's preferences for how their care needs should be met. The provider was responsive to people's changing needs. People's independence was promoted and the provider participated in a project which supported people to regain their independence as quickly as possible following hospital discharge. The provider responded appropriately to complaints.

The registered manager audited the quality of care and support people received and gathered people's views about their experiences. Care staff felt supported by the registered manager and the office team. There was effective communication throughout the provider's organisation. The service worked in partnership with other organisations to meet people's needs and advance research.

The five questions we ask about services and what we found