Frequently Asked Questions

SureCare is a high-quality home care provider, fully regulated by the Care Quality Commission (CQC). As a trusted provider, we are committed to providing exceptional care services for those in need at all stages of life’s journey. SureCare aims to deliver excellent care, to meet the needs of our clients whilst respecting their wishes and preferences, each and every day!

At SureCare, our ethos is something we hold very dear. We strive to support our clients to remain living in the comfort of their own homes for as long as possible safely, independently and contently.

SureCare has been offering high quality care services across the country since 1994. With our long-standing history, you can be sure that our experience in the care sector is second to none. As such, you can also be confident that you or your loved one is in the safest possible hands.

Our Vision is to be recognised as the leading trusted provider of outstanding care and support services, to those in need of help and care for any reason.

Our Mission is to consistently provide our clients, with the highest quality of tailor-made, person-centred care and support services, enabling them to maintain their dignity and independence and improve their overall health, wellbeing and quality of life.

Our Values are what we care about the most: independence, respect, dignity, trust, reliability and commitment.

We recognise that no two people in life are the same and as such, each of our client’s will have their own individual needs. To ensure we meet your needs a full care needs assessment will be completed by our experienced staff and a detailed plan of care agreed before we deliver services. However, broadly speaking the care services we provide fall into the categories below but if you require any support that is not mentioned please do not hesitate to ask.

Every service user is unique and so the amount of time we spend with our clients is reflected in their individual care needs. Before commencing any service, we always complete a full assessment of care needs to create a personalised package of care, which will identify the length of each care visit that is required to meet your needs.

Yes, SureCare operates a 24-hour emergency on-call line to ensure that our clients receive the care that they need around the clock. You will receive the necessary contact details from your local SureCare team.

Our teams around the country are highly trained to ensure they provide the best care and support to meet the needs of our clients. You will be matched with staff who can provide the care required based on their knowledge, qualifications and skills. Our in-house training programme also enables us to ensure that specific client’s needs are not only understood but explored with each client, to identify how they want them to be managed.

Comprehensive training is one of the key elements required to ensure the quality of care and support delivered by SureCare care workers meets our high standards. The initial training given to new members of care staff (induction training) helps them to understand their role, our values and how SureCare believes care should be delivered to meet our high standards. Induction training also gives staff an insight into the needs of the people we care for and gets them up and running in their role, ensuring that they are able to work safely and competently within the local community. We believe a planned programme for the induction, training and development of new staff is essential to ensure good practice and the provision of high-quality services. Our in-depth induction and continuous professional development training programme is developed in line with guidance from Skills For Care, as well as the Care Quality Commission (CQC) in England and the Care Inspectorate (CI) in Scotland.

We recognise that staff continuity is key to outstanding care and endeavour to allocate our care workers, to our clients on a permanent basis. This enables clients to build up a relationship of trust and security with their committed care team.

All staff undergo a rigorous recruitment process and as part of this, our clients can be assured that all our care workers and care staff positions are subject to an enhanced checks with the Disclosure & Barring Service (DBS) in England and under the Protecting Vulnerable Groups (PVG) scheme in Scotland.

At SureCare, we strive at all times to promote effective communication. If your regular care worker is unable to visit for any reason, we will make every effort to contact you in advance and introduce a new care worker so you know who to expect.

Yes, we carefully match our care team to not only ensure they can provide you with the right care but also taking into account interests, lifestyle, personality and routines. It’s our aim to build long lasting professional relationships, with likeminded conversation and interactivity, always encouraging social participation and engagement.

Yes, we are more than happy to arrange an introductory visit. One of our senior staff members, whom you have already met, will arrange to call at your home with the care worker/s so that you can meet prior to your initial care visit. We want both staff and clients to feel comfortable and confident with the care services to be provided and we believe this helps to get things off to a good start.

Yes, our care staff team is made up of male and female staff. If you have a preference over the gender of your day-to-day care workers we are committed to meeting this where staffing allows and would always ensure your satisfaction before changing a care worker.

Yes, we offer flexible and adaptable care. If there is any change to your care needs we will reassess the support required and work with you to agree a new care plan that continues to meet your needs, wishes and preferences.

All of our care staff complete a comprehensive in-house induction course. They are also required to complete the Care Certificate, which is an agreed set of standards that define the knowledge, skills and behaviours expected in roles within the health and social care sector. Upon completion of the Care Certificate staff are encouraged to complete nationally recognised qualifications in Health and Social Care, ranging from Level 2 right through to 5. We ensure a continuous programme of monitoring, checking competency in key areas as a minimum every quarter and updating all training needs annually.

Yes, we recognise the reassurance required around the safe administration of medication is a vitally important area for our clients. All of our care team are trained and assessed as competent to administer medication. This training and competency is repeatedly checked to ensure we are able to safely support our clients with managing all of their health care needs.

SureCare has invested in tailor-made technology to assist with providing high quality care delivery, whilst ensuring your information is securely stored. As such the way our care team communicates is second to none, and should your needs change this can be instantly reflected on the agreed plan of care.

Yes, we aim to review the care provided at regular intervals or sooner if your needs change. The review will be completed with you in person, and will cover your care plan and risk assessments. We also have a quality assurance programme to assess and monitor the quality of services delivered, you will be asked for your feedback about the service received via telephone assurance calls and an annual anonymous questionnaire.

Prior to commencing any package of care, we will issue a written agreement setting out our standard terms and conditions. We will ensure you have time to read the contract and the opportunity to ask any questions that you might have before signing a copy.

SureCare has a robust complaints procedure in place to ensure any concerns are listened to and addressed as they are raised. All of our clients are made aware of how and to whom a complaint or concern should be raised from the commencement of a care service, and a copy of our complaints process is made available.

It is our aim to ensure any concerns or complaints are dealt with promptly, fairly and sensitively.

All verbal complaints, no matter how seemingly unimportant, are taken seriously and are immediately acknowledged as concerns. Front-line care staff who receive a verbal complaint are instructed to address the problem straight away. If staff cannot solve the problem immediately they should offer to contact the manager to deal with the problem.

We aim to acknowledge written complaints within three working days of receipt and complete our investigations within 28 days, where this is not the case we will inform clients of any delay. Upon completion of our investigations we will report on what we have found and the action to be taken. We will endeavour to keep our clients informed throughout this process and it our aim that all complaints reach a satisfactory outcome.

This is available online for all SureCare offices and can be accessed via the home page of their website. Alternatively, we will be happy to post out a copy on request.