- Homecare service
Seraphim Home Care
Report from 10 June 2024 assessment
Contents
Ratings
Our view of the service
Date of assessment 18 June to 1 July 2024. We visited the office on 18 and 21 June 2024. We spoke with people who use the service, their relatives and staff between 20 June to 25 June 2024. Seraphim Home Care is a domiciliary care agency (DCA), providing personal care for people living in their own homes in the community. This was a scheduled assessment which was brought forward due to concerns raised to us about the service. This is the first assessment of the service. At the time of our assessment there were 15 people using the service. 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. We found 2 breaches of the legal regulations in relation to staffing and fit and proper persons employed. Staff had not always been recruited safely or trained sufficiently to meet people’s needs. This placed people at potential risk of harm. We assessed a small number of quality statements from the safe, caring and responsive key questions and found areas of concern. The scores for these areas have been combined with scores based on the key question ratings from the last inspection. Though the assessment of these five quality statements indicated areas of concern since the last inspection, our overall rating remains good. We have asked the provider for an action plan in response to the breaches of regulation found at this assessment.
People's experience of this service
We spoke with 5 people who use the service and 4 relatives as part of our assessment. We received mixed feedback about the quality of care and support. Some people were positive about their care. A person said, “I am thrilled with how the care with Seraphim has gone.” However, other people told us their experience of care had declined. A person said, “It used to be such a good company.” People told us staff were kind and upheld their dignity. A person said, “I feel safe, the carers are nice.” People had care plans which detailed their care and support needs. A person said, “They do make me feel involved.” People told us there had been a high turnover of staff and some staff were not always well trained or experienced. A person said, “They were sending 2 carers who weren’t trained.” Another person said, “I’m happy with them but be aware of a lot of turnover of staff, which probably indicates wider problems with the company.” People said they had not experienced any missed calls. A person said, “They [staff] always come.” People said communication needed to improve as they did not always receive a response.