The Care Quality Commission
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Archived: Sevacare - West Bromwich

19 Carters Green, West Bromwich, Birmingham, West Midlands, B70 9QP (0121) 525 4646

Provided and run by:
Sevacare (UK) Limited

All Inspections

14 January 2014

During a routine inspection

During the inspection we spoke with eight people that used the service and the relatives of eight other people. In addition we spoke with a care services manager, the manager and 10 members of staff, including team leaders, senior care workers and care workers.

Everyone using the service and relatives spoken with said they were satisfied with the care they were receiving. A relative told us, 'We get regular staff that we know well and they know mom's needs.' We found that care and support was planned and delivered in a way that was intended to ensure people's safety and welfare.

People who received support with taking their medicines that we spoke with told us that staff always ensured that they took their medication. We found that people were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.

People told us that they were supported by staff that undertook their role well. We found that people were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.

Of the 16 people that we spoke with 14 told us that they had no complaints about the service. One person told us, 'I have got their telephone number, so if I wanted to complain I would contact them. But I don't want to complain, they are doing a good job as best as they can.' We found that there was an effective complaints system available and comments and complaints people made were responded to appropriately.

12, 14 December 2012

During a routine inspection

During this inspection three people that used the service and a relative agreed to speak with us. We also spoke with the manager, three care workers and a care coordinator.

People that we spoke with said that they and their relatives were involved in agreeing and planning their care. We found that people's views and experiences were taken into account in how the service was delivered.

People told us that staff discussed the care with them and they were able to give their consent to care. We found that systems were in place to ensure that the provider acted in accordance with legal requirements.

People told us that their needs were being met. One person told us, 'I have no complaints about them they do what they are supposed to do.'

People told us that staff wore personal protective clothing whilst providing personal care. We found that staff were trained to reduce the risk and spread of infection.

People told us that they had no concerns about the staff that visited them. One person said, 'On a day to day basis they have some excellent carers.' We found there were effective recruitment and selection processes in place.

7 September 2012

During a routine inspection

As part of this review we contacted a range of people to include local authority contracting teams, safeguarding teams, staff members who work for the agency, relatives and people who are in receipt of personal care. We did this because we wanted to obtain their views about the service they receive from Sevacare (UK) Limited (West Bromwich).

Generally people who receive personal care from the agency were pleased with the support they receive. People told us that they were involved in developing their care plans. We saw and heard from people that reviews are undertaken regularly. We saw evidence that people do not always receive their care plan in their first language, however the agency responded positively to this and have assured us that they will review this and make such it is incorporated into reviews in the future.

We were not made aware of any major concerns from the Authorities we contacted about the overall service provision.

People told us that their care workers were kind and were never rushed. They felt confident that their concerns would be put right quickly if they had any. We saw evidence of this.

People told us that their care workers did change on occasions, but this was for genuine reasons. People did not feel rushed by their care worker and told us that they stay for the right amount of time.

We heard from a relative that an untrained carer had recently been sent to look after his brother because the regularly care worker went off sick. This was arranged by the national on-call team. As soon as the manager was made aware, the care worker was removed from the situation, and we received verbal assurance that she would raise this with the on-call team to reduce the risk of this happening again.