During this inspection we looked at how well people were being supported. How the agency ensured people were safe and protected from harm or abuse. How the agency recruited staff to ensure they were safe and competent to meet the needs of people receiving support from Sevacare (Blackpool). We also looked at what quality monitoring systems were in place. In addition we looked at what systems were in place to enable people to raise comments and concerns about their support and whether this was effective in keeping people safe.Information we gathered during the inspection helped answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?
Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the agency, staff supporting them, and from looking at records. This helped us to gain a balanced overview of what people experienced being supported by Sevacare (Blackpool).
If you wish to see the evidence supporting our summary please read the full report.
Is the service safe?
People told us that they felt their rights and dignity were respected. One person using the agency we spoke with said, 'We usually get the same staff, that's important to us and the staff get to know what we need'. People we spoke with told us they thought staff were courteous, polite and respectful when they were being supported.
Recruitment practices were safe and thorough. One staff member we spoke with said, 'The procedure was very thorough, all my checks were in place before I started working for the agency.' Policies and procedures were in place to make sure that unsafe practice was identified and people were protected.
People were protected by ensuring staff understood Safeguarding procedures. We saw these were in place and staff understood how to safeguard the people they supported. We saw evidence the service had responded to issues raised with the agency. They worked with other commissioning services to ensure concerns were listened to and acted upon.
Is the service effective?
People's health and care needs had been assessed with them, and they were involved in contributing to their plans of care. Specialist needs had been identified in some instances. This included information for staff on the use of specialist equipment to aid mobility. Staff told us they felt they could provide an effective service by being provided with information they needed to support people.
Care plans had risk assessments completed to identify the potential risk of accidents and harm. Staff members we spoke with confirmed guidance was provided to ensure they provided safe and appropriate care. We found care plans were flexible, regularly reviewed for their effectiveness and changed in recognition of the changing needs of the person.
People spoken with said their care plans were up to date and reflected people's current needs.
Is the service caring?
We spoke with people being supported by the service. We asked them for their opinions about the staff who supported them. Feedback from people was positive, for example; "I can only speak for myself but find they are kind and caring'. Also, "In general the same staff come, but they all seem to l know what needs doing. I look forward to seeing them they are all very caring'.
When speaking with staff they demonstrated their commitment to provide a good level of care for people they supported. Comments included, 'I hadn't done this type of job before but I can't think of doing anything else now'. Also, 'We are a good team and work well together. I don't think we would be doing this job if I didn't want to care for people'.
Is the service responsive?
People's care and support needs were assessed with them, and they were involved in the development of their plans of support. We saw care plans were up to date and reflected peoples current support needs. One person said, 'They always check what needs to be done and ask if everything is ok when they come here'.
People we spoke with told us they knew how to make a complaint if they were not satisfied with the service. One person said, "I usually tell the staff at the time but I know I can talk with the office staff if I need to'. We looked at the services complaints log and noted all concerns raised with them were being responded to. However the provider might like to note not all complaints had been responded to in a timely manner which had resulted in a complainant reminding the agency about their need for an outcome.
The service worked with other agencies and services to make sure people received the care and support they had been assessed for.
Is the service well-led?
There were a range of audits and systems put in place in by the agency to monitor the quality of the service being provided. This helped to ensure people received a consistent standard of service delivery at all times.
As a result the quality of the service was continuously under review. Staff had a good
understanding of their roles and responsibilities. People we spoke with said they generally received a good quality service. Comments included, 'Staff who come here are genuinely kind and supportive'. Also, 'Can't fault the staff but it can be difficult for them to get around everyone so the time slips sometimes. Overall very satisfied'.
We had responses from external agencies including social services .They told us they had a working relationship with the agency to make sure people received the care and support they required.