Seraphim Home Care

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery. The service had made improvements and had met the breach of legal regulation in relation to receiving and acting on complaints.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider supplied appropriate, accurate and up-to-date information. Improvements had been made to ensure people had been provided with information that was up to date and accurate. This included an updated service user guide, contract and service fee documents. A person said, “I have a service contract.” People were provided with documentary outcomes when appropriate. For example, if a complaint or concern had been raised. Care plans highlighted people’s communication needs. We were told no one required information in alternative formats. The provider said this would be supplied if required such as in different languages. However, one person said, “I get information by e-mail as I am partially sighted and on an e-mail I can enlarge the print.” Documentation had not always been considered to ensure formats were fully accessible to people.

The provider ensured people could share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The complaints policy had been reviewed and was available for people. When a complaint or concern was received the specified procedure was followed. This had ensured resolutions were found. For example, additional spot checks on staff. Information relating to complaints was fully documented and organised. One person said, “We have no complaints at all, none whatsoever.” Another person said, “The new manager is brilliant. Any concerns, [Name of manager and senior staff member] listen, help and sort out. I`m really happy with them and the care staff.” The service had received a number of compliments. People had said, “Very pleased with the service” and "Any concerns have been resolved to my satisfaction." People and staff were engaged with feedback through questionnaires. A summary of these results had been produced and shared.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People had individual care plans which were regularly reviewed. A person said, “My care plan has just been reviewed this week and I signed it.”

People were supported in their preferred way and were able to access the community where this formed part of their care package. Staff escalated any concerns around people’s health or care needs. A relative told us, “[Staff] were good enough to ring me on Monday saying that [Name of person] did not look or feel well. Staff stayed with them until we got to the hospital, how kind is that."

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.