Vestra Homecare Sunderland

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Vestra Homecare Sunderland is a domiciliary care service registered to provide personal care to individuals living in their own homes. They primarily offer services to older people although also support people with more complex needs. The service is registered to support autistic people or people with a learning disability but is not registered as a specialist service. The service worked in line with ‘Right support, right care, right culture’ to make sure people were treated with respect, equality, dignity, choices, independence and had good access to local communities. CQC only inspects where people receive personal care. Personal care is help with tasks related to personal hygiene and eating. Where they do provide personal care, we also consider any wider social care provided during our assessment. Date of assessment: 8 January 2025 to 17 January 2025. We gathered information from people who used the service, relatives, the registered manager, care staff, the nominated individual and from health and social care professionals involved with the service. We looked at all 34 quality statements. At this assessment we found people received timely and effective support from staff who understood them well and worked consistently in line with the provider’s ethos of providing consistent, compassionate care. Staff were in turn extremely well supported to give high standards of person-centred care to people who used the service. They arrived on time, stayed for the duration of calls, knew what was expected of them and engaged with people to build rapport and trust. The service had well established electronic records systems in place. The registered manager had effective oversight of these and was well supported by an experienced office team who had a range of delegated responsibilities. The registered manager and nominated individual worked proactively with the team and external partners to continually look at ways of reviewing and improving the service.

People's experience of this service

People and their relatives gave consistently positive feedback about the service they received. They felt included from the outset, from planning how and when they would receive care, to being kept updated if there were any changes. People said, “They don’t just dash in and dash out. They have a few words with us, ask about the family and things, make sure we are okay,” and, “They are so nice, like good friends.” People felt safe and had confidence in the service, from the staff delivering care in their homes, to office staff arranging calls or answering queries. One person said, “All the girls know what they are doing and are great at what they do – they are a credit to the service.” We received consistently excellent feedback about the positive attitudes and caring nature of staff. One person said, “They are the sunshine in my day when they come.”