Seraphim Home Care

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Good

• Responsive

  Requires improvement

• Well-led

  Inadequate

Our view of the service

Date of Assessment: 3 December 2024 to 10 December 2024. The service is a care at home service providing support to older and younger people living in their own home living with dementia, mental health conditions, physical disabilities or sensory impairments. This was a responsive assessment based on information we received about the management of complaints and the providers actions to our last assessment. We assessed 1 quality statement in safe, 2 in responsive and all the quality statements in well led. We found 6 breaches of the legal regulations in relation to receiving and acting on complaints, good governance, statement of purpose, fees, display of ratings and notification of other incidents. The service had 2 breaches of regulation from the June 2024 assessment in relation to staffing and fit and proper persons employed. The service lacked governance systems to ensure it delivered high quality, safe, person-centred care. Key organisational documents such as the statement of purpose and policies and procedures were not up to date or reviewed regularly. People could not be assured complaints were managed effectively. The service’s processes did not drive improvement and learning. People said their care experiences had improved since the last assessment. Staff told us of positive changes since a recent change of management. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded. We have asked the provider for an action plan in response to some of the concerns found at this assessment.

People's experience of this service

People told us about improvements to their experiences since the last assessment. Staff were friendly and caring. People received care from the same consistent staff to give them continuity with their care. The service had improved their communication about the timings of their calls. Staff were more punctual and stayed for the duration of the visit. A relative said, “Historically staff would dash off as soon as they could but now there is no problem and they stay as they are supposed.” We received mixed feedback about complaints. A person said, “I don’t know what the complaints procedure is.” A relative said, “They do try very hard now to resolve any concerns.” People did not always know about changes in the organisation, to senior staff and the management structure. However, those people that had engaged with the new manager were positive. A relative said, “[The manager] is very approachable and friendly and I feel I can openly discuss [Name of persons] care.” A person said, “Everything I have discussed with the manager has been implemented.”