Background to this inspection
Updated
20 October 2022
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 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.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. 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 needed to be sure that the provider or registered manager would be in the office to support the inspection. Inspection activity started on 5 September 2022 and ended on 14 September 2022. We visited the location’s office on 6 September 2022.
What we did before the inspection
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used all this information to plan our inspection.
During the inspection
We spoke with five people who used the service and five relatives about their experience of the care provided. We spoke with eight members of staff including the nominated individual and registered manager. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We also spoke the HR Manager, team leaders and care assistants.
We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at two 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
20 October 2022
About the service
Serendipity Healthcare Ltd is a domiciliary care agency, providing personal care to people living in their own homes. At the time of our inspection 217 people were using the service who all received support with personal care.
People’s experience of using this service and what we found
People and their relatives told us they felt safe with the care provided. Risks which affected people’s daily lives were assessed and monitored. Staff were recruited safely, and the majority of people told us they received their visits on time. A small proportion of people told us that staff were sometimes late. The service was aware of this through their quality monitoring processes and were working to improve this. Medicines were managed safely and administered by trained staff. We were assured that the provider had sufficient infection, prevention and control measures in place. The registered manager had contingency plans in place to address events which may disrupt service delivery.
People’s preferences and choices had been identified in their care plans and care records had been regularly reviewed and updated to reflect people’s changing needs. Staff had completed mandatory induction training prior to delivering services to people, staff regularly refreshed and updated their training. Staff worked with other agencies to ensure people had access to healthcare and support.
People spoke positively about staff and were involved with their care planning including how they wished to be supported. Staff understood how to promote people’s independence and respected people’s privacy and dignity.
People received personalised care during their visits that was tailored to their needs and preferences. People and their relatives told us they knew how to complain and were regularly given opportunity to raise any concerns. The service had received many compliments about the care staff had provided.
The registered manager had quality assurance systems in place which ensured all aspects of the service were regularly audited. There was a positive, person centred approach to the planning and provision of people's care, this was demonstrated by the staff knowledge and understanding of the people they were supporting.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 29 October 2019).
Why we inspected
We undertook this inspection as part of a random selection of services rated Good.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.