Serendip Home Care Limited

Updated 11 April 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection team consisted of one CQC Inspector who visited the service over two days.

Service and service type:

Serendip Home Care is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of our inspection they were providing personal care to five of the six people they supported.

The service had a manager registered with the Care Quality Commission. 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.

Notice of inspection:

The inspection of the service was announced. We gave the service 24 hours’ notice of the inspection visit to ensure the registered manager, staff and people were available to speak with us.

What we did when preparing for and carrying out this inspection:

Before the inspection we reviewed information we held about the service. This included information about incidents the provider had notified us of and contacting health professionals for their views on the service. The provider had completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what it does well and improvements they plan to make.

During the inspection, we spoke with four members of staff including the registered manager and deputy manager and three people and their relatives who use the service. We also requested and received written feedback from a health professional that worked regularly with the service.

To establish the quality of care people received we looked at records relating to their care and support. This included individual care and development plans and treatment and support records. We also looked at records relating to the management of the service including; staffing rotas, staff recruitment, supervision and training records, training and staff meeting minutes and a range of the providers policies and procedures.

Updated 11 April 2019

About the service:

• Serendip Home Care Limited is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of our inspection they were providing personal care to five of the six people they supported.

People’s experience of using this service:

• All the people we spoke with told us they felt safe with the staff and service they received from Serendip Home Care. One person told us, “It’s really nice to have someone to chat to. They are all friendly, caring and kind. I’ve never had anyone I didn’t like.” All the people we spoke to told us they felt safe with the care staff and the support they received from them.”

• The registered manager demonstrated high levels of commitment and passion to ensure the service provided the best quality care and support to people to assist them to enjoy their lives.

• The service put people at the heart of the service which resulted in positive, beneficial impacts on their lives.

• People, relatives and health care professionals expressed positive views regarding all aspects of the management of the service. They felt the service was very well led, well organised and had full confidence in the management team, who they said were approachable, open, supportive and friendly.

• People received person centred care and support from a dedicated, motivated staff team that they knew well.

• Serendip Home Care provided support to people in their own homes with sufficient levels of trained staff. People received support from a small, consistent staff team with visit times that suited people best. Staff were themselves supported with a system of regular supervision and annual appraisals.

• Staff felt very well supported, valued and listened to. One member of staff told us, “I really love it. I get to know the clients so well and communication is really good.”

• People and their relatives were fully involved in assessing and planning the care and support they received. People were referred to health care professionals as required.

• People’s privacy was protected at all times and they were treated with dignity and respect.

• People and relatives knew how to make a complaint and felt confident they would be listened to if they needed to raise any concerns.

• More information in Detailed Findings below.

This is the first CQC inspection of the service since it was registered in March 2018.

Why we inspected: This was a planned inspection to provide a rating of the service. The service is rated as Good overall.

Follow up: We will continue to monitor this service and plan to inspect in line with our inspection schedule for those services rated as Good.