This inspection took place on 30 and 31 March and 12 May 2017 and it was announced. We provided 48 hours' notice of the inspection, to ensure management were available to facilitate our inspection.
The inspection was undertaken by one inspector and an expert by experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
We had asked the provider to complete a Provider Information Return (PIR), which is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. This was completed by the provider on the 1 February 2016. We also looked at other information we held about the service from statutory notifications of events that the provider is required by law to submit to the Care Quality Commission (CQC).
Prior to the inspection we sent out 50 questionnaires to people using the service and relatives, 23 people using the service responded and six relatives responded. We also sent out 21 questionnaires to staff and nine responded. During the inspection we spoke with 15 people using the service, four relatives, the registered manager and three staff.
We reviewed the care plans, risk assessments and other associated care records for 10 people using the service. We looked at four staff recruitment files and records in relation to staff supervision, training and support. We also looked at management records in relation to the on-going monitoring of the service.
Serve is run by Serve
Dementia, Personal care, Physical disabilities, Sensory impairments, Caring for adults under 65 yrs, Caring for adults over 65 yrs
We rate most services according to how safe, effective, caring, responsive and well-led they are, using four levels:
We don't rate every type of service. For services we haven't rated we use ticks and crosses to show whether we've asked them to take further action or taken enforcement action against them.