We carried out a review of the data available to us about Serve on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Serve, you can give feedback on this service.
Serve is a domiciliary care agency providing personal care to people living in their own homes in the community.
Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of inspection 81 people were being supported with personal care.
People’s experience of using this service and what we found
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; however, the policies and systems in place did not always support this. Some staff lacked training around the Mental Capacity Act.
People were cared for by staff who were kind, caring and passionate about their work. They arrived on time and stayed with people for the time agreed. People’s dignity and privacy was maintained, and people felt in control of their lives.
People were cared for safely and staff understood their responsibilities to keep people safe from abuse or harm. Risk assessments were undertaken to identify any risks to people’s care.
People received their medicines safely and there were effective practices in place to protect people from infection.
People had individualised care plans which ensured they received person-centred care. Plans considered people’s preferences, their likes and dislikes and their cultural and religious backgrounds.
Staff received mandatory training they required but had not always received regular supervision. They liaised with other health and social care professionals to look at ways to improve people's life experiences.
The registered manager and provider were open and honest and strived to look at ways to improve the service.
The systems in place to monitor the quality of the service were effective. Complaints were listened to and used to drive improvements.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 20 May 2017)
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
The service had a 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.
There was a positive approach towards supporting people’s independence and their rights to take risks within their capabilities. Staff were knowledgeable about safeguarding and how to protect people from the risks of abuse. Accidents and incidents were closely monitored and actions were taken to mitigate anticipated accidents.
Safe recruitment practices were followed and sufficient numbers of skilled staff were available to meet people's needs by a core staff team. This fostered trusting relationships between people using the service, their relatives and staff. People received their medicines safely, in keeping with best practice guidelines.
Staff received training on the Mental Capacity Act (MCA) 2005 including the Deprivation of Liberty Safeguards (DoLS). They put their learning into practice by involving people in making decisions about their care. There was a strong, person centred culture, which supported people to exercise choice and express their views.
Staff had the knowledge and skills required to meet people's individual needs and promote their health and wellbeing. The staff had regular supervision and annual appraisals from their managers. Systems were in place to continually assess their skills and where gaps were identified further training and support was provided. Staff felt valued, included and good practice was celebrated.
People were supported to eat and drink sufficient amounts to meet their nutritional needs, dietary preferences, likes and dislikes. The staff worked in partnership with other health care professionals to support people to access health services quickly.
Staff were motivated and inspired to offer care that was kind and compassionate. They enabled people to remain independent and ensured their privacy and dignity was always respected.
The care plans were written with the involvement of people and / or their representatives. The views of people were regularly sought and acted upon to continuously improve the service.
Information on how to raise any concerns or complaints was available to people and concerns and complaints were used as opportunities to reflect on the service to develop and learn.
People, relatives and staff were very positive about the leadership of the service and the support they received from the service. The ethos and vision put people at the heart of the service.
Established management systems were in place to continually monitor the quality of the service and support the staff. The service strived for excellence through regular consultation with people using reflective practice.