What it takes to provide a ‘Good’ or ‘Outstanding’ service

At SureCare, we’re committed to providing excellent quality all the time, wherever we operate. Right across the SureCare network, our services are regulated by the Care Quality Commission, which is responsible for regulating all health and social care throughout England.

To ensure that our nationwide services offer top quality services to our clients, the CQC carries out routine inspections and awards each branch with the relevant ratings to summarise their findings.

We’re committed to hitting only the top ratings of ‘Good’ or ‘Outstanding’, not only to give our clients the assurance of SureCare’s quality, but also to help our franchisees know how well they’re operating.

The regulator monitors and inspects five key areas of the overall care service: safety, effectiveness, how caring they are, response levels and leadership. By breaking down their inspections into these chunks, the CQC helps to identify any strengths and weaknesses within the overall service provided.

To keep our operators and teams of care workers consistently on top of their game, here we take a look at those five core areas and what it takes to achieve a positive rating with the CQC.

Is it safe?

One of the key ingredients to achieving a ‘Good’ or even ‘Outstanding’ rating is to ensure that the safety and well-being of our clients is a top priority. Our teams are highly trained in ensuring a safe and healthy environment when providing care.

Additionally, all of our care workers are subject to Disclosure and Barring Service (DBS) checks before being fully recruited by SureCare. This helps us to be certain that the people who represent our business and our services work in a highly professional and compassionate manner.

An effective service

We know that the care needs of each person are as unique as the individual themselves – there’s no “one size fits all” approach to care. That’s why it’s up to us and our national teams to identify the most appropriate and most effective care solutions, on a case-by-case basis.

By tailoring our services to the clients’ needs, we strive to make sure our customers come first. Having our care teams working alongside health professionals, we endeavour to provide care that not only keeps our clients happy, but also healthy in the long term. Often this is accomplished purely through the sheer dedication of our caring and compassionate workforce.

Quality caring

At SureCare, we don’t believe in offering just a “bog-standard” service. We take the time to get to know our clients, establishing strong relationships and treating them with the dignity and respect that they deserve. We recognise that there’s more to home care than simply assisting with various daily tasks.

A large portion of our caring service revolves around putting the client first. This includes allowing them to make their own decisions over their daily routines, as well as going the extra mile to facilitate additional requests. This way, our care workers end up providing a service that’s as effective as it is inclusive.

A quick response

The response of our teams is vital to making sure our clients are kept well looked after. Whether during scheduled visits or in times of emergency, we understand just how essential it is to be able to address issues as quickly and efficiently as possible.

Our teams up and down the country know that two-way communication is vital between our customers and us. When it comes to customer requests, queries or concerns, lines of communication need to be as smooth and simple as possible. Even in cases where a complaint may arise, the response from our teams should ensure that the customer’s concerns have been heard, understood and addressed promptly.

Great leadership

Back at the regional office, good communication between staff is essential to maintain a tightly run ship. With a CQC registered manager in place at each SureCare franchise, they can ensure that CQC standards are upheld across various aspects of the daily operations.

Making new developments and identifying areas for improvement are part and parcel of SureCare’s approach to leadership. It’s our firm belief that by maintaining a well-run service, our clients and their relatives will see that hard work reflected in the level of service we provide.
 

Bringing everything together, our franchise operators are determined to achieve and maintain those all-important ratings. Having a ‘Good’ or ‘Outstanding’ CQC rating acts as a testament to the strong leadership and quality care offered by our teams, leading to great customer satisfaction.

By paying close attention to the above points, our franchise operators help to cement SureCare’s reputation as one of the country’s leading home care providers.