We carried out a routine/scheduled inspection of this service. Serenta Homecare had three managers, who all undertook occasional care visits. We visited the office and spoke with the two owners, one who is registered with us as the manager. Three carers came to the office to meet with us so that we could talk to them about working for Serenta Homecare domiciliary care agency. Staff spoken with said that Serenta Homecare was a very good agency to work for. They told us that they received good support and a reliable and consistent service was provided to people. Staff told us that they were always introduced to people prior to providing support, and they had a regular group of people that they supported so that they knew them well.
During this inspection we telephoned six people that received support from Serenta Homecare and spoke with them or their relatives about their experiences of the support they received.
All of the people spoken with confirmed that they had been involved in discussing their care needs. They told us that a manager had visited them before support commenced to discuss and agree their support package. They told us that they had been introduced to their carer before support commenced so that they knew who would be visiting them. People told us that the support they received was personalised to their own individual needs, and they had a copy of their care plan in their home.
Without exception, people spoke very positively about the support they received. They told us that their carers knew them well and supported them in the way they chose and preferred. They said that carers were always polite and respectful. Their comments included; 'The service is very good. I have a regular carer who is excellent. They know me well and listen to me. They will change things if it's needed. I have never had a missed call. You can rely on them.' 'I have recommended them to a friend. I have no concerns at all. They know me well so I don't have to explain things. The staff are always polite.' 'Serenta is very good. I always know who is coming to my home and if there is a new carer I am introduced to them. I have never had a stranger turn up at my door. I have no concerns and feel safe with them.'