SureCare Shropshire Limited

People's experience of using this service: People were at the very heart of the service. They told us the registered manager and staff were exceptionally helpful and supportive and excellent carers. They said they were extremely pleased with the care they received, and staff were respectful, considerate and extremely thorough. Staff were committed to delivering outstanding and inclusive personalised care. They strongly focused on supporting people's diverse needs and preferences. They were aware of people's individual preferences and had the skills, knowledge and ability to meet and exceed these. People frequently told us staff gave them care and support that was much more and far above what they expected. This included staff staying and chatting after their shift finished, helping with tasks difficult for the person supported and doing errands in their own time.

People said staff were very proactive and planned support in partnership with them. They told us they were encouraged to discuss their care and staff listened and made any adjustments. Senior staff regularly contacted people and urged them to discuss how their support could be improved. They acted promptly where areas of improvement were identified. People were supported to attend events organised by the service or activities they chose. The management team arranged social events including coffee mornings, social outings and fund-raising events. Transport was available, so people were able to attend if they wished. These events provided people with the opportunity to socialise and make friends and to renew old friendships. People told us they had information on how to make a complaint. People felt complaints or concerns were listened to and acted on promptly. Staff provided care that supported people to have a pain free and peaceful end of life and were passionate about making each person feel safe and comfortable.

The managing director and registered manager worked extremely effectively together and provided excellent leadership. They used a variety of methods to check the quality of the service and develop good practice. They focused on ways to increase the well-being of people they supported and the staff team. They worked closely and extremely effectively with other organisations and groups and shared information and learning with other professionals. They had piloted innovative projects developing best practice standards into their care. They were clear about their expectations relating to how care and support should be provided and led by example. Staff were aware and committed to the high standards expected of them.

People were supported by staff who had been recruited safely, effectively trained and supported and reliable. Systems were in place to safeguard people from abuse and people told us they felt safe with their

carers and liked and trusted them. Senior staff had assessed risks and management strategies were in place. People said staff never missed visits and were rarely late. They told us staff managed their medicines safely and they received them at the times they needed them.

People said staff had the skills, knowledge and temperament needed to support them and were cheerful and competent. They told us staff supported them to eat and drink and helped them seek medical help if needed. We saw staff were prompt and in seeking advice or referrals when people were ill and supported people to attend healthcare appointments. They liaised effectively with health and social care professionals to ensure people's health and well-being was maintained. The registered manager and staff team understood the requirements of the Mental Capacity Act 2005 (MCA). This meant they were working within the law to support people who may lack capacity to make their own decisions.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk