Surrey home care service upgraded to outstanding by CQC

The Care Quality Commission (CQC) has upgraded Tendacare in Ashtead, Surrey, from good to outstanding following an inspection in July.

Tendacare, run by Susan Joyce Smith, is a home care service supporting older people in their own homes. CQC carried out the inspection as part of its routine monitoring of services.

The service has been rated outstanding for caring and well-led, both improving from good. Safe, effective and responsive have all been re-rated good.

Inspectors found staff treated people with kindness, dignity and respect, with consistently positive feedback from people receiving care and their relatives. Several people told CQC they felt completely safe with staff.

CQC highlighted the service’s personalised and relationship-based approach to care. Inspectors found staff would go beyond people’s immediate care needs to support their quality of life. In one example, staff organised a celebration for a person’s 100th birthday and created a bespoke card and historical recording connected with their past.

Supporting people to maintain and regain their independence was another strength identified during the inspection. Rather than automatically completing tasks for people, staff encouraged them to retain skills and make choices about their own lives. This included helping people regain the ability to shower independently.

Inspectors also found relatives were kept informed about their loved ones through regular updates, helping them remain involved and reassured about the care being provided.

The service encouraged people to participate in their communities and reconnect with hobbies and activities, with the aim of reducing social isolation and supporting wellbeing. One person told inspectors that attending a weekly exercise class helped keep them feeling young.

CQC also highlighted the service’s approach to its workforce. Leaders prioritised staff wellbeing, while staff reported feeling valued and supported.

Inspectors found this contributed to high staff morale and retention, allowing people receiving care to be supported by a consistent and familiar team.

Following the inspection, Tendacare is now rated outstanding overall, with outstanding ratings for caring and well-led and good ratings across safe, effective and responsive.

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