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Inspection carried out on 21 January 2016

During a routine inspection

This inspection took place on 21 January 2016 and was announced. The provider was given 48 hours' notice because the location provides a domiciliary care service and we needed to be sure that someone would be at the office.

SOVA Healthcare Leicester is a domiciliary care service providing care and support to people living in their own homes. The office is based in Leicester and the service currently provides care and support to people living in Leicester. At the time of our inspection there were 15 people using the service.

SOVA Healthcare Leicester had a registered manager in post. 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.

People told us they felt safe with the care staff and the support they received. People were kept safe from the risk of harm. Staff knew how to recognise signs of abuse and how to raise concerns. People had detailed assessments which identified actions staff needed to take to protect people from risks.

People were supported by the number of staff identified as necessary in their care plans to keep them safe. There were robust recruitment and induction processes in place to ensure new members of staff were suitable to support the people who used the service.

Staff had the skills and knowledge to ensure people were supported in line with their care needs and best practice. People confirmed that they had consistent carers who stayed for the length of time allocated and usually arrived on time. People also confirmed that calls were very rarely missed and that a duty manager was always available.

We found that people were involved in decisions about their care and support. Care staff sought consent before they assisted people and staff respected people's choices and decisions. People told us how staff cared and supported them with dignity and respect and encouraged them to be as independent as possible.

Care staff supported people to liaise with health care professionals if there were any concerns about their health.

People's plans of care contained good information about the support people required. Plans of care were written in a way that recognised people's individual needs and preferences and put the person at the centre of the planning process. The records we saw were complete and up to date.

The provider was responsive to people's needs. People were supported by staff they said they liked and care was delivered in line with their wishes. People told us they were aware of how to raise concerns. They were confident that any concerns would be responded to by the registered manager and provider.

People were confident in how the service was led and the abilities of the management team. There were systems in place to assess and monitor the quality of the service, which included checks on care staff delivering care and review of people's care. The provider and managers were committed to providing quality care to people.

People who used the service felt they were listened to and were given opportunities to share their views and opinions about the quality of the service they received through surveys, reviews, home visits and telephone calls.