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Interserve Healthcare - Shropshire & North Wales Good

Inspection Summary


Overall summary & rating

Good

Updated 31 July 2019

About the service

Interserve Healthcare is a domiciliary care agency which provides assistance with personal and nursing care to people living in their own homes.

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

People felt safe with the staff who supported them. One person said, “I get a rota so I always know who will be visiting me. If there are new staff, they are always introduced to me.” Risks to people were monitored and procedures were in place to help keep people safe. There were safe systems for administration of people's prescribed medicines. People were supported by adequate numbers of staff who were safe and competent to work with them. People were protected from the risks associated with the control and spread of infection.

People were supported by staff who were well trained and competent in their role. A relative told us, “The staff are definitely on the ball and they’re very skilled at what they do. I know they get a lot of training.” People were assessed before they used the service to ensure their needs and preferences could be met. Staff understood the importance of ensuring people's rights were understood and protected. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People's health care and nutritional needs were monitored and understood by staff.

People were supported by kind and compassionate staff who ensured they were fully involved in decisions about their care. People were treated with respect and their right to privacy was understood and respected by staff.

People and their relatives told us they received a service which met their needs and preferences. One person said, “I have the same staff all the time and they are all so lovely. They are like good friends.” A relative told us, “My [relative] always smiles when the carers arrive. I know they are happy and comfortable with them.” People’s communication needs were assessed and understood by staff. People were provided with information in a format which met their needs. People felt confident that any concerns would be taken seriously, and action would be taken to address them. There were systems in place to ensure people’s preferences during their final days and following death were understood and respected.

The service was effectively managed by a team who were committed to providing a high standard of person-centred care. The provider and management team promoted an open and honest ethos and learned from mistakes. Staff were motivated and well trained and there were effective systems to ensure staff remained competent in their role. People’s views about the service were valued and there were effective procedures in place to continually monitor and improve the quality of service people received.

Rating at last inspection

The service was rated good at our last inspection (report published December 2016).

Why we inspected

This was a planned inspection based on the previous rating.

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.

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

Inspection areas

Safe

Good

Updated 31 July 2019

The service was safe

Details are in our safe findings below.

Effective

Good

Updated 31 July 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 31 July 2019

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 31 July 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 31 July 2019

The service was well-led.

Details are in our well-led findings below.