- Homecare service
Sevacare - Kingstanding
Assessment report published 7 May 2025
Contents
Ratings
Our view of the service
Date of Assessment: 26 February to 17 March 2025. The service is a homecare service providing support to adults of all ages, including people living with dementia, people with a learning disability and autistic people. At the time of our assessment 425 people received care. The assessment was triggered by concerns about the timeliness of responses to complaints and how well people were being protected from potential risk. We found systems to identify, record, investigate and respond to complaints had been improved. We found that although on one occasion there had been a delay in investigating possible risk posed by a staff member, safeguarding systems were robust and effective. Lessons had been learned from when things had gone wrong. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Our review of care calls for the previous month showed carers were often late to calls and did not always stay as long as they should. We also identified 2 people whom carers felt did not have the mental capacity to consent to care, but records showed they had consented to care. The provider and registered manager were open and honest and responded quickly to any concerns we raised during the assessment. We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
Most people were positive about the quality of their care. They felt safe and were fully involved in planning their care and understood their rights. As part of our assessment, experts by experience spoke with 52 people and their loved ones about the care they received. For people receiving care who were unable to tell us about their experiences, we spoke with their loved ones and supporting staff. We also reviewed their care plans and the guidance available to staff, and the notes staff made about their day-to-day care. We used all of this information to gain a clearer picture of the support and care they received. We found staff knew people’s needs well and understood how to communicate with them effectively. People said they received high quality care from knowledgeable staff. One relative told us, “Sevacare are excellent and have a really good understanding of my relative.” Another said, “The carers are a God send.” Several people gave details of how well the carers knew their individual needs and wishes and told us carers sought consent and communicated well. People were happy with the support they received with their medicines. They told us they knew how to make a complaint or raise a concern and were regularly contacted to ensure they were happy with the care provided. We received mixed views about carer’s punctuality and how long they stayed during care calls. Some people told us carers were often late, others said punctuality was excellent. Those who were effected by late attendance to calls gave mixed views on the communication they received. Some told us they were contacted when carers were running late. One person said, “If they are very occasionally late, they do ring and let me know.” However, some said they did not receive a call to let them know. One person said, “Some carers are very late... they don’t phone me; I am accustomed to it now."