Serendipity Healthcare Ltd, a domiciliary care agency supporting 217 people, was rated Good across all five key questions at the September 2022 inspection. Minor improvement areas included occasional late visits, communication about schedule changes, and staff compliance with logging arrival/departure times, all of which were already being addressed.
Concerns (4)
minor
Missed or late visits
: “a small proportion of people told us that staff were sometimes late. The service was aware of this through their quality monitoring processes and were working to improve this.”
minorCommunication with families: “some people told us they were not always informed changes to the schedule. The service was aware of this through their quality monitoring processes and were implementing strategies to improve this.”
minorStaffing levels: “The provider was transparent with us about current recruitment challenges they faced and the actions they had taken.”
minorRecord keeping: “identified areas that required improvement in relation to staff compliance with registering their arrival and departure times on the provider's electronic system.”
Strengths
· Safe recruitment processes including DBS checks and references
· Medicines managed safely with trained staff and competence checks
· Robust risk assessments and contingency planning
· Person-centred care plans reflecting preferences and choices
· Regular staff supervision, induction and refresher training
Quality-Statement breakdown (23)
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candour; Continuous learning and improving careGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood