About the service:

Shivas Home Care is a domiciliary care agency. It provides personal care to people living in their own homes. The agency supports eighteen people. Not everyone using Shivas Home care received personal care. At the time of our inspection, nine people were receiving personal care.

People’s experience of using this service:

People using this service were well supported by caring staff. People consistently told us how they were treated with respect and kindness. We received positive feedback on how staff were supportive and went the extra mile for people. One person told us, “Staff are absolutely and utterly outstanding, they go the extra mile.” Another person told us, “Staff are there to help you, I couldn’t exist without them.”

People were placed at the centre of their support and were consulted about their care and support. Respect for privacy and dignity was at the heart of the service’s culture and values. People and staff felt respected and listened to.”

People received personalised care and support specific to their needs and preferences. Every person was respected as an individual, with their own social and cultural diversity, values and beliefs. People had their human rights upheld. People whose first language was not English had staff that could communicate and translate to them in their native language.

Staff were proud of the service. One staff member said, “The registered manager is the best boss I have ever worked for, they are always there for staff or service users." Another staff member said, “The management don’t cut corners, only the best for Shivas care.” There were high levels of satisfaction across all staff.

This service met characteristics of Good in all areas; More information in 'Detailed Findings' below.

Rating at last inspection:

Shivas Home care was rated as Good. The report was published on 8th July 2016.

Why we inspected:

This was a planned inspection based on the rating at the last inspection. The service remains Good.

Follow up:

Going forward we will continue to monitor this service and plan to inspect in line with our reinspection schedule for those services rated Good.

Shivas Home-Care provides personal care for people living at home in the Central Bedfordshire and Northampton areas. At the time of our inspection there were ten people receiving personal care. This unannounced inspection took place on 14 and 16 June 2016.

There was a registered manager in post at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The registered manager was also the owner, and as a provider they had values and a clear vision that were person centred and focussed on enabling and encouraging people to live a full and independent lifestyle. All staff and the manager demonstrated passion and commitment to providing a service for people that met their individual needs.

People had therapeutic relationships with staff. People who used the service and their relatives commented on the positive impact staff had made on people’s lives and how they had been supported to achieve their goals and to become more independent. The provider helped people recognise and celebrate their achievements. People’s lives had improved as a result of using the service; relatives and health professionals commented on the people’s enhanced health and well-being.

People were actively involved in decisions about their care and support needs. There were formal systems in place to assess people’s capacity for decision making under the Mental Capacity Act 2005. Staff provided people with information to enable them to make an informed decision and encouraged people to make their own choices.

People received safe care and support. Staff understood their role in safeguarding people and they knew how to report concerns. There were enough staff with the right skills and attitudes to meet people’s needs.

People benefited from staff that had received training that specifically met their needs. Staff had a full understanding of people’s support needs and had the skills and knowledge to meet them. Training records were up to date and staff received regular supervisions and appraisals. Staff were clear about their roles and responsibilities in caring for people and received regular support from the provider.

Care records contained risk assessments and risk management plans to protect people from identified risks. They gave information for staff on the identified risk and informed staff on the measures required to minimise any risks. Staff were vigilant regarding people’s changing health needs and sought guidance from relevant healthcare professionals.

Staff protected people’s privacy and dignity. All interactions between staff and people were caring and respectful; staff were consistently patient, kind and compassionate. Staff demonstrated affection and warmth in their contact with people, which was clearly reciprocated.

Staff were aware of the importance of managing complaints promptly and in line with the provider’s policy. Staff and people were confident that if they had any concerns they would be listened to and any concerns would be addressed.

The provider monitored the quality and safety of the service and staff regularly monitored the support people received. People and staff were encouraged to provide feedback about the service and it was used to drive continuous improvement.