Silver Oak Care Ltd

Updated 6 May 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 Care Act 2014.

Inspection team

The inspection team consisted of one inspector.

Service and service type

Silver Oak Care Ltd is a domiciliary care agency registered to provide personal care to people in their own homes.

The service had a manager registered with the CQC. 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

We gave the service two working days' notice of the inspection because the service provides care to people in their own homes and we wanted to make sure that management were available on the day of the inspection site visit.

We visited the office location on 30 March 2022.

What we did before the inspection

We reviewed information we had received about the service since it was registered with the CQC. The provider completed a Provider Information Return (PIR). The PIR is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. The PIR also provides data about the organisation and service. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.

During the inspection

During the site visit we met and spoke with director of the agency. The registered manager was unavailable on the day of the inspection.

We reviewed a range of records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including audits, policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We spoke with one person who received care from the agency and one relative. We also spoke with two care workers and the registered manager. We looked at three people’s care records. We looked at training data, quality assurance records, policies and procedures.

Updated 6 May 2022

About the service

Silver Oak Care Ltd – HSCA is a domiciliary care agency registered to provide personal care to people in their own homes. The service provides support to people of different abilities. At the time of inspection, the service provided care to five people who received personal care. The Care Quality Commission (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:

Feedback indicated that people were satisfied with the care and services provided. Care workers treated people with respect and dignity. People felt safe in the presence of care workers. They were complimentary about how the service was managed and told us that care workers were kind and caring. People’s privacy, dignity and independence was respected and promoted.

Appropriate medicines management and administration processes were in place.

People were protected from abuse. Staff had received training on how to safeguard people and were aware of the procedure to follow if they suspected that people were subject to abuse.

People were supported by care workers that they knew, who arrived on time and stayed their full allocated time. Recruitment processes ensured that care staff assessed as safe to work with vulnerable people were employed.

Risks to people were assessed and managed, this helped the provider to deliver care in a safe way. Care plans provided staff with the information to manage the identified risks.

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.

Measures to prevent and control the spread of COVID-19 and other infections were in place.

Staff were competent and trained to carry out their roles.

The service was caring. We received positive feedback about the caring attitude and empathy shown by care workers. People were involved in planning and directing their own care and they were supported to remain as independent as possible.

Care plans were up to date and reviewed on a regular basis. Care workers supported people in line with their wishes. People told us they had no complaints about the service and were satisfied with how it was managed. The provider had a complaints policy and procedure in place. Management were open and transparent throughout the inspection and responded to any requests positively.

Staff told us they were well supported by management. They were confident that management would listen and address any concerns if they raised them.

Management monitored aspects of the quality of the services through audits and checks.

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

Rating at last inspection and update

The service was registered with us on 22 July 2020 and this is the first inspection.

Why we inspected

This was a planned comprehensive inspection to review the key questions, Safe, Effective, Caring, Responsive and Well-led and rate this service.

The inspection was prompted because the service has not had an inspection and a rating since it was first registered with us.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.