Sincere Care Limited

Updated 15 September 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was conducted by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 24 hours’ notice of the inspection This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 27 July 2023 and ended on 10 July 2023. We visited the location's office on 27 July 2023.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spent 1 day in the office location reviewing documentation and discussing this with the registered manager, supervisor, care coordinator, and service administrator. We reviewed a range of records. This included 6 care records of people using the service. We looked at 6 staff files in relation to recruitment. We also looked at a variety of records relating to the management of the service. After the site visit, we spoke with 4 people using the service and 2 relatives about their experiences of the care provided and 4 care workers.

Updated 15 September 2023

About the service

Sincere care Limited is a domiciliary care agency based in the London Borough of Barking and Dagenham. The service provides personal care to adults living in their own homes. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

At the time of our inspection, the service was providing personal care to approximately 29 people. This service was supporting older people. CQC only inspects where people receive personal care.

People’s experience of using this service and what we found

There were processes in place for staff to follow to safeguard people from abuse and guidance and to keep them safe from harm. Staff wore appropriate Personal Protective Equipment (PPE) such as face masks and disposable gloves and aprons to protect people from the risk of cross infection. People and their relatives told us that they felt safe using the service.

The provider promoted a positive culture and person-centred service. People's care needs and risks were assessed and regularly reviewed to reflect people’s needs. Staff completed training to know how to care for people effectively. People using the service and their relatives, spoke positively about their experiences with the service and felt their needs were being met.

Staff told us they were supported by the registered manager to perform in their roles. There was a procedure for reporting incidents and accidents in the service and learning lessons from them to prevent re-occurrence. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People achieved good outcomes from their care. People, relatives, and staff all spoke highly of the support they received from the management team. The registered manager and nominated individual maintained oversight of people's care. The management team also took on caring roles, this ensured they built and maintained a close relationship with people and their relatives. People and relatives told us staff were kind and caring and that they felt safe. People and relatives were actively involved in their care planning and delivery.

The provider promoted a positive culture and person-centred service. Feedback from people and relatives was received. There were quality assurance systems in place for the provider to continuously improve the service.

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

Rating at last inspection

The last rating for this service was good (published 15 August 2018).

Why we inspected

We undertook a focused inspection to review the key questions of safe, responsive and well-led only. We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.