About the service:

• Serendip Home Care Limited is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of our inspection they were providing personal care to five of the six people they supported.

People’s experience of using this service:

• All the people we spoke with told us they felt safe with the staff and service they received from Serendip Home Care. One person told us, “It’s really nice to have someone to chat to. They are all friendly, caring and kind. I’ve never had anyone I didn’t like.” All the people we spoke to told us they felt safe with the care staff and the support they received from them.”

• The registered manager demonstrated high levels of commitment and passion to ensure the service provided the best quality care and support to people to assist them to enjoy their lives.

• The service put people at the heart of the service which resulted in positive, beneficial impacts on their lives.

• People, relatives and health care professionals expressed positive views regarding all aspects of the management of the service. They felt the service was very well led, well organised and had full confidence in the management team, who they said were approachable, open, supportive and friendly.

• People received person centred care and support from a dedicated, motivated staff team that they knew well.

• Serendip Home Care provided support to people in their own homes with sufficient levels of trained staff. People received support from a small, consistent staff team with visit times that suited people best. Staff were themselves supported with a system of regular supervision and annual appraisals.

• Staff felt very well supported, valued and listened to. One member of staff told us, “I really love it. I get to know the clients so well and communication is really good.”

• People and their relatives were fully involved in assessing and planning the care and support they received. People were referred to health care professionals as required.

• People’s privacy was protected at all times and they were treated with dignity and respect.

• People and relatives knew how to make a complaint and felt confident they would be listened to if they needed to raise any concerns.

• More information in Detailed Findings below.

This is the first CQC inspection of the service since it was registered in March 2018.

Why we inspected: This was a planned inspection to provide a rating of the service. The service is rated as Good overall.

Follow up: We will continue to monitor this service and plan to inspect in line with our inspection schedule for those services rated as Good.