Serve Homecare

Serve Homecare is a domiciliary care agency providing personal care to 63 people in their own homes at the time of the inspection.

People’s experience of using this service and what we found

People and their relatives told us they felt they and their family members were safe and well supported by the service. Individual risks were assessed, and staff were aware of these. Reviews of events and accidents were carried out and any actions needed were completed. Medicines were managed appropriately, and staff knew how to report any concerns about a person’s safety or welfare. People told us staff arrived when they should, stayed for the required time and did not miss visits.

Staff received relevant training for their role and people felt they had the right knowledge and skills. Staff felt supported by the management team. People told us staff respected their preferences and choices.

People were asked to give their consent before receiving support and the principles of the Mental Capacity Act were followed. 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; the policies and systems in the service supported this practice

People and their relatives told us staff were kind and caring. Staff enjoyed working for the service and told us the culture was to ensure care was person centred. Care plans included information needed to support people safely and in accordance with their wishes and preferences. These were reviewed regularly.

There were mixed views from people and relatives in relation to if they were asked for their feedback. However, all said the management and staff team were approachable and they would contact them if they had concerns or queries. Staff told us they were asked for their views about the service and felt listened to. There were monitoring processes in place to help ensure a good standard of service. Quality assurance systems identified any areas that may need further development.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

At the last inspection the service was rated good (published 20 October 2021).

Why we inspected

This inspection was prompted by information we had received about this service.

This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.

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.

Serve Homecare is a domiciliary care service providing personal care and support to 36 people at the time of the inspection.

Not everyone who used the service received personal care. 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.

People’s experience of using this service and what we found

People felt they were safe and well supported by the service. Individual risks were assessed, and staff were aware of these. Reviews of events and accidents were carried out and any actions needed were completed. Medicines were managed well, and staff knew how to report any concerns about a person’s safety or welfare. People told us staff arrived for visits when they should and stayed for the required time.

Staff received appropriate training for their role and people felt they had good knowledge and skills. Staff felt supported by the management team. People told us staff assisted them with eating and drinking as needed and respected their preferences and choices. People were asked for their consent for support and the principles of the Mental Capacity Act were followed.

People and relatives told us staff were kind and caring and made their lives better. Staff enjoyed working for the service and told us the culture was to promote person centred care. Care plans included all information needed to support people safely and in accordance with their wishes and preferences. These were reviewed regularly.

People, relatives and staff were asked for their views about the service and felt listened to. There were robust monitoring processes in place to help ensure a good standard of service. Quality assurance systems identified any areas that needed further development. The manager was in the process of registering at the service. They were also a director of the company but had taken the role on to embed good practice while they recruited a manager to the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 10/07/2020 and this is the first inspection.

Why we inspected

This inspection was carried out to check whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

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.