We undertook an announced inspection on 23 August 2017 of Sylwia Care Limited t/a Home Instead Senior Care. Sylwia Care Limited t/a Home Instead Senior Care is registered to provide the regulated activity Personal Care.

At the time of the inspection, the service was providing care and support to nine people.

There was a registered manager in post. 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.

At the last inspection on 10 August 2015 the service was rated Good.

At this inspection we found the service remained Good.

Why the service is rated good.

People's health and social care needs had been appropriately assessed. Care plans were person-centred, and specific to each person and their needs. Care plans were reviewed and updated when people's needs changed.

Relatives and advocates informed us that they were satisfied with the care and services provided. They also told us that they were confident that people were safe.

Systems and processes were in place to help protect people from the risk of harm. Staff had received training in safeguarding adults and knew how to recognise and report any concerns or allegations of abuse.

Systems were in place to make sure people received their medicines safely.

Staff had been carefully recruited and provided with induction and training to enable them to support people effectively. They had the necessary support, supervision and appraisals from management.

Staff we spoke with had an understanding of the principles of the Mental Capacity Act (MCA 2005). Capacity to make specific decisions was recorded in people's care plans.

There were suitable arrangements in place to ensure that people's dietary needs were met.

Staff were informed of changes through staff meetings. Staff told us that they received up to date information about the service and had an opportunity to share good practice and any concerns they had at these meetings.

There was a management structure in place with a team of care workers, senior care workers, the care manager, registered manager and the provider. Staff spoke positively about working at the service. They told us management were approachable and the service had an open and transparent culture. There were systems in place to monitor and improve the quality of the service.

Further information is in the detailed findings below.

We undertook an announced inspection on 10 August 2015 of Sylwia Care Limited t/a Home Instead Senior Care.

Sylwia Care Limited t/a Home Instead Senior Care is registered to provide the regulated activity personal care to people in their own homes. At the time of the inspection, the service was providing care for 21 people and 17 care workers working for them.

At our last inspection on 3 September 2013 the service met the regulations inspected.

There was a registered manager in post. 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 in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

There were safeguarding and whistleblowing policies in place and records showed carers had received training in how to safeguard adults. Care workers demonstrated an awareness of the different types of abuse and actions to take in response to a suspected abuse.

Risks to people were identified and managed so that people were safe and their freedom supported and protected. Each care plan had identified the risk and measures to manage the risk and were individualised to people’s needs and requirements.

Family carers told us care workers turned up on time and there were no missed calls. They also told us they received the same care workers on a regular basis and had consistency in the level of care they received.

There were effective recruitment and selection procedures in place to ensure people were safe and not at risk of being supported by people who were unsuitable.

People were cared for by staff that were supported to have the necessary knowledge and skills they needed to carry out their roles and responsibilities. Care workers spoke positively about their experiences working for the service. Care workers told us “I just love my job”, “I am happy.”

Care workers had a good understanding and were aware of the importance of treating people with respect and dignity. Care workers also understood what privacy and dignity meant in relation to supporting people with personal care.

One person using the service told us “They treat me with respect and they are very kind. They help me when I need something. I don’t have to say anything, they see when I need help and offer it”.

The service supported people to express their views and be involved in making decisions about their care, treatment and support where possible and family carers were also involved. One relative told us “ Yes, I helped with the care planning and am involved in the reviews.”

People received personalised care that was responsive to their needs. People’s care preferences, personal habits and daily routines were reflected and the service encouraged and prompted people’s independence.

People using the service and relative spoke positively about the service. One person using the service told us “I have had carers from the council and then these were recommended to me by a friend and I have been very happy with them, completely satisfied.” Relatives told us “It’s excellent”, “I think they are jolly good”, “I am happy with the service.”

There was a clear management structure in place with a team of care workers, duty manager, registered manager and the provider. Carer workers spoke positively about the management and culture of the service, they told us “The company is really good and they really try to help people. I think they are doing a good job”, “I can only say good things about Home Instead and how professional they are” and “This is a good agency.”

Systems were in place to monitor and improve the quality of the service. We found the service had a system in place to obtain feedback about the quality of the service people received through questionnaires and telephone monitoring. Quality audits had also been conducted by the provider.

The service was involved in various initiatives to help provide a quality service to people and encourage and motivate their staff as well as being involved in community projects. The registered manager showed us the service has been voted seventh in the Homecare Top 10 Agency Awards 2015 for London and three care workers had been nominated for awards as part of the Great London Care Awards run by The Great British Care Awards.

As most people using the service had dementia, the registered manager had undertaken Dementia workshops once a month with families, family carers and healthcare professionals which received positive feedback from the people who attended.