Serenity - Birmingham

Updated 16 November 2021

Why we inspected

This was a targeted inspection to check whether the provider had systems and processes in place to effectively safeguard people from potential abuse. As part of this we checked the provider was following safe recruitment practices when employing staff.

Inspection team

This inspection was completed by two inspectors.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means they, along with the provider, are legally responsible for how the service is run and for the quality and safety of the care provided.

The registered manager was not present at this inspection owing to pre-arranged annual leave. However, we were supported by the area manager and nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

Notice of inspection

We gave the service 48 hours' notice of the inspection. This was because it is a domiciliary care service and we needed to be sure that someone would be in the office to support the inspection.

Inspection activity started on 27 October 2021 and ended on 28 October 2021. We visited the office location on 28 October 2021 to see the provider and staff; and to review care records, policies and procedures.

What we did before the inspection

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

We reviewed information we had received about the service since the last inspection. We asked the local authority and Healthwatch for any information they had which would aid our inspection. Local authorities together with other agencies may have responsibility for funding people who used the service and monitoring its quality. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all of this information to plan our inspection.

During the inspection

We spoke with one person who used the service and four relatives. In addition, we spoke with six staff members including three carers, care co-ordinator, area manager and the nominated individual. We looked at the care and support plans for three people and a range of the providers policies, communications and training records related to safeguarding adults. We also confirmed the safe recruitment of four staff members.

After the inspection

We reviewed the information gathered to validate evidence found.

Updated 16 November 2021

About the service

Serenity Homecare Limited is a domiciliary care service. It was providing personal care to 50 older people and younger adults at the time of the inspection.

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.

People’s experience of using this service and what we found

The provider was unable to demonstrate how equality and diversity was promoted to ensure everyone was treated fairly and quality assurance systems were not entirely effective to identify this. At the time of the inspection visit no one was receiving end of life care.

Staff were skilled in recognising abuse and people told us they felt safe with the care and support they received. The potential risk to people was assessed, and action was taken to mitigate the risk of harm to people. People told us there was always enough staff to meet their assessed needs. Lessons were learnt when things went wrong, and action was taken to avoid a reoccurrence.

People were involved in their needs assessment to ensure they receive a service that suited them. People were supported by staff to eat and drink sufficient amounts to promote their health. Where necessary people were supported by staff to attend their medical appointments.

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.

People were supported by staff who were kind and who delivered care in a way that promoted their right to privacy and dignity. People were actively involved in making decisions about their care and support needs.

People contributed in planning their care and could be confident any concerns they may have would be acted on.

There was a clear management structure in place and people were aware of who was running the service. The provider engaged with other agencies to ensure people receive the appropriate care and support.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Why we inspected

This was a planned inspection.

This service was registered with us on 24 October 2018 and this is the first inspection.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.