Background to this inspection
Updated
5 May 2023
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked 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 Health and Social Care Act 2008.
Inspection team
The inspection was carried out by 1 inspector and an Expert by Experience who made telephone calls to people. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave the service 24 hours’ notice of the inspection. This was because we wanted to be sure there would be management staff available to speak with us.
Inspection activity started on 14 April and ended on 25 April 2023. We visited the location’s office on 14 and 20 April 2023.
What we did before inspection
We reviewed information we had received about the service since registering with us. We sought feedback from the local authority. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with 1 person who used the service and 5 relatives about their experience of the care provided. We spoke with 5 members of staff including the registered manager, a company director and the nominated individual / provider. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records. This included 4 people’s care records and medication records. We looked at 5 staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were also reviewed.
Updated
5 May 2023
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.
About the service
Salvere Support Ltd provides home care services enabling people to be cared for while living in their own homes. The service has a registered office in Preston and provides care and support across the country. At the time of this inspection 41 people were receiving regulated personal care and support from the service. 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.
The service is different to most home care services it offers individuals and families a bespoke personal care package to people with complex needs. Employing a team of staff (personal assistants) which can include family members to provide care and support to one individual.
People’s experience of using this service and what we found
Right Support: Staff focused on people’s strengths and promoted what they could do, so people had a fulfilling and meaningful everyday life. They supported people to make decisions following best practice in decision-making. Staff communicated with people in ways that met their needs.
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. Consent to care and treatment had been obtained and where people lacked capacity relevant others had been involved in supporting people's decision making.
Right Care: People received person-centred care from staff who knew them well. The service had enough appropriately skilled staff to meet people’s needs and keep them safe.
Right Culture: Staff provided people with care, which met their needs and took account of their preferences. People and those important to them were involved in planning their care. People told us they would recommend the service.
Risks relating to people's needs had been identified and records provided a detailed plan for managing those risks. Medicines were being administered and managed safely. Systems were in place to record accidents and incidents. These were consistently monitored to identify any potential lessons to be learned, themes or trends.
People using the service had an individual designated team of staff working with them. Information in the staff recruitment files was not always completed in full and some needed to include more details to ensure the process was robust. The registered manager and provider completed a full audit of the recruitment files and acted during the inspection to ensure they were completed in full.
Training records demonstrated appropriate, bespoke and relevant training was provided. Referrals were made to other healthcare services where necessary. People and told us they thought the care they received was very good and spoke positively about the staff who supported them.
People told us the staff treated them with respect and dignity and were kind and caring towards them. Care plans demonstrated a person-centred approach. Concerns and complaints were promptly responded to. End of life care where relevant was done co-working with the community nurses.
Quality monitoring and auditing systems were effective in identifying any need for improvements. There was regular oversight of the safety and quality of the service. People said very positive things about the management and staff and described the service as a ‘quality service’.
For more details, please see the full report which is on the care Quality Commission (CQC) website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 9 June 2021 and this is the first inspection.
Why we inspected
This inspection was partly prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.