Kare4You Surrey

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

At the time of the inspection, the location did not care or support for anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

People told us they felt safe and were confident that staff had the necessary training to support them safely, training records reflected this. Staff told us they felt confident in monitoring safety and responding appropriately. Staff provided examples of how they could mitigate risks and risks to people had been assessed. People told us they felt medicines were supported well and they were informed of what their medicines were for whilst being supported. Records of medicines were consistent and there were no missed medicines but some information was missing and the registered manager rectified this immediately.

People told us that staff knew them well and felt this was helped by having consistency in staff. People's records included some personal history and preferences with how care should be delivered but had less information about interests, likes and dislikes. People told us they felt confident the provider worked closely with health and social care professionals and that their consent for care was sought appropriately.

People described the staff as being very respectful and caring. People told us "the majority of staff put themselves out and always ask if there is more they can do", "they ask permission" and "staff listen to you

and respect your choice." Staff spoke about people with respect and dignity.

People received personalised care, planned with them which was responsive to their needs. People knew how to give feedback and felt able to raise issues with the provider. People who had raised issues told us they felt they were resolved quickly and appropriately. One relative told us "I discussed it with them, and it was dealt with straight away. I was pleased with how quickly they responded."

We observed the management team working together to promote an open and inclusive culture. There was a robust governance framework and responsibilities and requirements were understood by staff and management. Processes were in place to seek people's and staff's views about the service. The provider had processes to monitor the quality of the service and to identify areas for improvement. Staff worked transparently and collaboratively with external stakeholders and agencies to plan and deliver people's care.

People were supported to have maximum choice and control of their lives and staff them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.