We undertook an announced inspection of Seraphim Home Care on the 23 and 25 January 2018. When the service was last inspected in May 2015, there were no breaches and the service was rated good.

At the time of the inspection, the service was providing personal care and support to 31 people living in their own homes. The service employed a registered manager, a trainee manager, a care

co-ordinator an office administrator and 22 care staff.

There was a registered manager in post at the service. The registered manager was the owner of the business. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At the last inspection, the service was rated Good. At this inspection, we found the service remained Good.

Why the service is rated Good:

People told us staff turned up on time and stayed for the full duration of the visit. Staffing was planned flexibly to meet people’s individual needs. There were sufficient numbers of staff who ensured people received the planned care they needed. There was an on call system to offer staff support in the event of an emergency. Office staff supported people and provided care where there was a shortfall. They had been trained to provide administration support and care to people.

People had their needs assessed and clear plans of care were in place about how the person wanted to be supported. These were personalised and up to date. People were involved in their care. There was an emphasis on encouraging people to be as independent as possible enabling them to live independently in their own homes. People felt confident that their care needs would be met and gave positive feedback about the staff that supported them. It was evident the service was very responsive to people’s changing needs and adjustments made to the care and support to enable them to continue to live the life they wanted.

People had access to a range of health professionals when required. Some people looked after their own health care appointments. People’s nutritional needs were being met. Medicines were managed safely with people receiving their medicines appropriately.

Staff had a good understanding of safeguarding and knew what to do if they were concerned about the welfare of people or an allegation of abuse had been made. People had risk assessments to keep them safe whilst receiving personal care. This included environmental risk assessments. People told us they felt safe whilst being supported by staff. Staff were recruited in a safe and consistent manner.

Staff were kind, caring and supportive and demonstrated a good understanding of their roles in supporting people. Staff received training and support that was relevant to their roles and the people they supported. Staff were passionate about delivering care that was tailored to the person enabling them to live in their own home.

People were provided with a safe, effective, caring and a responsive service that was well led. People’s views were sought to improve the service. Staff were valued and their views sought through regular supervisions, meetings and annual surveys. Feedback was positive about the support that was in place for staff and providing a flexible service to people.

There were systems to monitor the quality of the care provision, through spot checks of staff and annual surveys completed by people who use the service and care reviews. However, we have recommended the provider review systems as the service grows to ensure there are central records of complaints, accident and incidents and audits of care and medicines records. This would enable them to look for any themes

The inspection was announced. We gave the provider 48 hours’ notice of the inspection. We did this to ensure staff would be available at the service. At the time of the inspection the service was providing personal care to 19 people.

There was a registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At the time of the inspection the service employed, a registered manager, one care coordinator, one senior carer and 15 care staff.

People received care and support from care staff they felt safe with. People were safe because staff understood their role and responsibilities to keep them safe from harm. Staff were aware how to raise any safeguarding concerns. Risks were assessed and individual plans put in place to protect people from harm.

Staffing levels were sufficient to meet people’ needs and protect them from harm. Recruitment processes were robust and ensured that staff were of good character to work with vulnerable people.

There was training and support available to staff to ensure they had the skills and knowledge they needed to support people effectively. Staff received supervision and appraisal aimed at improving the care and support they provided. Staff understood their roles and responsibilities in supporting people to make their own choices and decisions.

Staff treated people with kindness and compassion and developed positive, caring relationships with them.

People were involved in planning their own care. They had been consulted to ensure their care records reflected their own views and opinions. Care records were reviewed with people and they had also been provided with sufficient information about the service.

People gave consent before any care was provided. Staff understood the principles of the Mental Capacity Act 2005 and gave examples of how they supported people with decisions about their care and daily lives. Where required, legal documentation was in place where people made decisions on behalf of those who lacked capacity to do so at the relevant time.

People received a service that was well-led because the registered manager provided good leadership and management. There were systems in place to conduct quality assurance checks and audits. This meant that the registered manager could monitor the care which was being delivered and take steps to ensure people received high-quality care.