Sagecare (Surrey Court)

The service operates within a large purpose‑built building offering extra care and support to older and younger adults who live independently in their own apartments. Not everyone using the service received a regulated activity; however, those who did received support with personal care. Personal care includes help with tasks related to personal hygiene and eating. At the time of our assessment, the service was providing personal care to 25 people. We reviewed all 33 quality statements across the five key questions: Is the service safe, effective, caring, responsive and well‑led?

During our assessment, we identified three breaches of legal regulations. We found concerns relating to person‑centred care, good governance (including records), and failure to submit required notifications to CQC. People were not always supported in line with their personal preferences, particularly during personal care, which caused distress. People were not always involved in decisions about their care, including care plan reviews and having access to their own records. Care documentation needed to be more comprehensive. Some quality monitoring systems required strengthening to ensure shortfalls would be identified and addressed promptly. These issues resulted in breaches of regulations.

Records relating to people’s risks were not always detailed or accurate enough to support staff to keep people safe. Medicines records did not reflect good practice for ‘as required’ medicines or the application of topical creams. Information held in people’s homes about managing fire risks also required improvement.

The provider did not ensure people received care from consistent staff, and people told us they did not always know who would be visiting them, which caused anxiety. Staff were recruited safely and received training relevant to their roles. However, staff did not always feel supported and had been left without a manager for a prolonged period. People told us they also felt let down by management. A new manager had recently been appointed, and a robust action plan had been developed to improve the service. Staff told us they treated people equally and without discrimination. Systems were in place for people to raise concerns or complaints, although some people were not aware of how to make a complaint or who to contact.

We have asked the provider to submit an action plan setting out how they will address the concerns identified during this assessment.