We undertook this announced inspection on 10 November 2016. Seva Care Home Services is registered to provide Personal Care services to people in their own homes. The services they provide include personal care, housework and administration of medicines. The service was re-registered with us in October 2016 as they had moved to a new address. This is the first inspection of this service in their new location.

The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are registered persons’. Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act and associated Regulations about how the service is run.

People who used the service and their representatives informed us that they were satisfied with the care and services provided for people. They informed us that people had been treated with respect and dignity. They stated that people were safe when cared for by the service. There was a safeguarding adults policy and suitable arrangements for safeguarding people from abuse.

The service had suitable arrangements for the administration of medicines. Medicine Administration charts were regularly checked by the registered manager to ensure that people received their medicines as prescribed. The service had an infection control policy and people and their representatives informed us that care workers observed hygienic practices.

The service had an infection control policy together with the Department of Health’s code of practice on the prevention and control of infection. Care workers were aware of good hygiene practices.

Care workers had been carefully recruited. The necessary checks had been undertaken prior to them starting work. New care workers had been provided with a comprehensive induction and training programme to enable them to care effectively for people. They had the necessary support and supervision from senior staff and the registered manager. Teamwork and communication within the service was good. There were sufficient care workers to meet people's needs.

Care workers were pleasant in their approach and knowledgeable regarding the individual choices and preferences of people. People’s care needs and potential risks to them had been carefully assessed and guidance provided to care workers on how to care for people. The registered manager and senior care workers prepared appropriate and up to date care plans which involved people and their representatives. The choices and preferences of people had been responded to.

The service regularly sought people’s feedback on how well the service operated. There were arrangements for encouraging people and their representatives to express their views and make suggestions. Regular and systematic reviews of care had been carried out to obtain feedback from them and ensure that people received appropriate care.

One complaint which had been recorded was promptly responded to. Social care professionals provided positive feedback regarding the management of the service. They indicated that the service was well run and the agency worked well with them.

Audits and checks of the service had been carried out by the registered manager and a director of the company. These included spot checks on care workers, care records, complaints and staff records. The service produced a monthly newsletter so that both staff and people who used the service were informed of changes and development which may affect them. People and their representatives had also been invited to the service’s outings and social gatherings.

People and their representatives expressed confidence in the management of the service. They stated that care workers communicated well with them and they found the service to be well managed. Care workers were aware of the values and aims of the service and this included treating people with respect and

All the people we spoke with praised their care workers and said that they had confidence in their skills and abilities. One person told us that their relative who used the service had difficulties in swallowing. The family prepared meals for the person, and the care workers followed guidance on supporting them to eat and drink safely. Another relative said, “I am quite confident in them and trust them to visit as arranged when I am not there.”

All the people we spoke with told us that they were able to make choices about the care they received. They said that they had regular care workers who knew how they wished to be assisted. The relative of a person who used the service told us, “The care workers give (the person) choices. Most of them speak to (the person) the way (the person) likes.”

The people we spoke with confirmed that they were able to make their views known and that any concerns that they may have were addressed. One person told us that the manager called them from time to time to ask their views, and said, “I know that I can always call the office if I have any concerns.”

All the care workers we spoke with told us that they received appropriate support from their managers. They said that they had regular schedules which allowed them time to travel between visits. They were given good information on new clients so that they knew what support was needed before they visited them.