About the service:

Interserve Healthcare Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides services to children, younger and older adults, people with learning disabilities, people with physical disabilities and complex health needs. At the time of inspection 22 people were receiving support.

Not everyone using Interserve Healthcare Limited receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

People’s experience of using this service:

People who used the service and their relatives told us staff were kind and caring. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. However, the policies and systems in the service required reviewing to support this practice.

People’s healthcare needs were being met and overall medicines were being managed safely.

People were protected against avoidable harm, abuse, neglect and discrimination. The care they received was safe.

Care plans were up to date and detailed what care and support people wanted and needed. Risk assessments were in place and showed what action had been taken to mitigate identified risks.

People's likes, preferences and dislikes were assessed, and care packages met people's desired

expectations.

Staff were being recruited safely and there were mostly enough staff to take care of people. Staff were receiving appropriate training and they told us the training was good and relevant to their role. Staff were supported by the manager and were receiving formal supervision where they could discuss their ongoing development needs.

There were a complaints procedure and people knew how to complain.

There were mixed views of the manager, however, the manager had only been in post two weeks. The provider had systems in place to monitor the quality of care. However, these were not always effective.

Rating at last inspection:

This was the services first inspection.

Why we inspected:

This was a planned inspection.

Follow up:

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