9 November 2022
During an inspection looking at part of the service
Serve Homecare is a domiciliary care agency providing personal care to 63 people in their own homes at the time of the inspection.
People’s experience of using this service and what we found
People and their relatives told us they felt they and their family members were safe and well supported by the service. Individual risks were assessed, and staff were aware of these. Reviews of events and accidents were carried out and any actions needed were completed. Medicines were managed appropriately, and staff knew how to report any concerns about a person’s safety or welfare. People told us staff arrived when they should, stayed for the required time and did not miss visits.
Staff received relevant training for their role and people felt they had the right knowledge and skills. Staff felt supported by the management team. People told us staff respected their preferences and choices.
People were asked to give their consent before receiving support and the principles of the Mental Capacity Act were followed. 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 and their relatives told us staff were kind and caring. Staff enjoyed working for the service and told us the culture was to ensure care was person centred. Care plans included information needed to support people safely and in accordance with their wishes and preferences. These were reviewed regularly.
There were mixed views from people and relatives in relation to if they were asked for their feedback. However, all said the management and staff team were approachable and they would contact them if they had concerns or queries. Staff told us they were asked for their views about the service and felt listened to. There were monitoring processes in place to help ensure a good standard of service. Quality assurance systems identified any areas that may need further development.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
At the last inspection the service was rated good (published 20 October 2021).
Why we inspected
This inspection was prompted by information we had received about this service.
This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.
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.