We inspected this service on 13 January 2016. The inspection visit was announced.

Everycare (East Surrey) delivers personal care to people in their own homes. At the time of our inspection, 152 people were receiving the service. The service predominantly supports older people and can support people with complex and specialist support needs.

This was the first time we have inspected this service. The service was registered with CQC in January 2015.

On the day of inspection we met the registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. On the day of the inspection visit, the provider supported this manager to explain how the service operated and was managed.

During this inspection we made one recommendation.

Despite people and relatives agreeing that the service was managed well there was a lack of robust quality assurance systems in place to help drive up standards and improve the service. This could have an impact on the support delivered to people. Some people raised concerns with us regarding inconsistent support over the weekend. People said that they did not know who was coming to support them and the quality of support was not as good as in the week. We have recommended that quality assurance systems are put in place to ensure support is consistent.

People told us they felt safe with the staff that came to their home. Staff were trained in safeguarding and understood the signs of abuse and their responsibilities to keep people safe. Recruitment practices were followed that helped ensure only suitable staff were employed at the service. Risks of harm to people were identified at the initial assessment of care and their care plans included the actions staff would take to minimise the risks.

People were supported in a timely manner and staff did not feel rushed. Staff were recruited safely.

Staff were trained in medicines management, to ensure they knew how to support people to take their medicines safely to keep accurate records.

Staff received the training and support they needed to meet people's needs effectively. Staff felt supported by management team and were encouraged to consider their own personal development.

The manager understood their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). People made their own decisions about their care and support.

People were supported to eat meals of their choice and staff understood the importance of people having sufficient nutrition and hydration. Staff referred people to healthcare professionals for advice and support when their health needs changed.

Staff were caring. People told us staff were kind and respected their privacy, dignity and independence. Care staff were thoughtful and recognised and respected people's wishes and preferences.

People and relatives said that the service was responsive to their needs. The service assessed people’s needs so people received needed support.

People received person centred care from a service that had a flexible approach and was responsive to unforeseen circumstances. People knew how to complain and were confident any complaints would be listened to and action taken to resolve them.

The service had a positive and support culture. Staff knew and understood the organisational values which were reflected in the support we observed. Management understood the service being provided. Staff and management talked about the open door policy in place, which made the management team approachable.