Sevacare - Sutton Coldfield

Updated 3 November 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 07 and 08 September 2017 and was announced. The provider was given 48 hours’ notice because the location provides domiciliary care services; we needed to ensure that the provider would be available to assist with the inspection.

The inspection team consisted of one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. Their areas of expertise were physical disability and community support. As part of the inspection we looked at the information we held about the service. This included statutory notifications, which are notifications the provider must send us to inform us of certain events. The provider had sent us a Provider Information Return (PIR) before the inspection. A PIR is a form that asks the provider to give key information about the home, what the service does well and improvements they plan to make. We also contacted the local authority and commissioners for information they held about the service. This helped us to plan the inspection.

Prior to the inspection we sent questionnaires to people who used the service, their relatives and health and social care professionals to seek their views on the service provided. Of the 50 surveys we sent to people who use the service, 17 people responded. Four of the 50 relatives we sent questionnaires to also responded.

During the inspection we spoke by telephone with three people who received support and nine relatives. We spoke with five staff members, the registered manager, the area manager and the care services director. We looked at records relating to the how the care was delivered for people who received support from the service. This included four people’s care records, three staff files and records relating to the management of the service including systems used for monitoring the quality of care provided.

Updated 3 November 2017

This inspection took place on 07 and 08 September 2017 and was announced. Sevacare – Sutton Coldfield provides personal care to people in their own homes. At the time of the inspection the service was providing the regulatory activity of personal care to 120 people living in their own homes.

At the last inspection in August 2016 we found the provider had not kept us informed of changes to the management of the service. This was a breach of Regulation 15 of the Care Quality Commission (Registration) Regulations 2009. At this inspection we found the provider was no longer in breach of the regulations.

There was a registered manager in post at the time of the inspection. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us they felt safe. Staff knew how to identify any signs of possible abuse and knew how to report any concerns. People were supported by staff to manage risks to protect them from avoidable harm. People received support from a reliable, consistent staff team. People were protected from the risk of being supported by unsuitable staff by safe recruitment practices. People received their medicines as prescribed and there were systems in place to monitor the safe administration of medicines.

People told us staff had the skills and knowledge required to meet their care and support needs. Staff received training relevant to their role and were supported by experienced staff to develop their knowledge. People were asked for their consent before staff provided care and were given time to make their own decisions. Staff were aware of people’s dietary and nutritional needs which meant people were offered food that they enjoyed and which benefited their health. People were supported to access healthcare services when required and staff were aware of people’s health needs.

People told us staff were friendly and kind. People made their own decisions about daily life with support from staff when required. People received care which respected their privacy and staff supported people to maintain their independence. Where people required support at the end of their lives, their choices and preferences about how and where to receive support were respected.

People and relatives were involved in the assessment, planning and review of their care. Staff were aware of people’s individual needs and preferences and responded to changes in people’s needs. People knew who to contact if they were unhappy about the care and support they received and there was a system in place to monitor and respond to complaints.

People and their relatives told us they were happy with the service provided. People, relatives and staff were all given opportunities to give feedback about the service. Staff expressed positive views about the registered manager and senior staff and told us someone was always available to respond to any queries or concerns. Staff told us they felt supported by the registered manager which helped them provide a good standard of care. There were systems in place to monitor the quality of care people received and these were used to identify any shortfalls in the care people received and drive improvement where necessary.