Southview Home Care is a domiciliary care service, supporting adults in the community who require assistance with personal care. The assessment was completed between 19 March to 28 March 2025. The assessment was to follow up on previous enforcement action to make improvements to the service linked to consent, safe care and treatment and good governance. We found improvements had been made and the provider was no longer in breach of these regulations. People were supported to be safe in their own homes. Risks to people’s health and well-being were monitored. Medicines were recorded and administered appropriately. Improvements had been made to protect people’s legal rights around consent for people living with dementia. People’s care and treatment was effective, and their needs were assessed. Staff were kept up to date on changes to their care needs. Staff worked well with external services to support people at home. Staff treated people with kindness, acknowledging and responding to people's individuality. Training opportunities were provided and staff were supported to attend. People were positive about the quality of care provided by staff who knew their relative well. With the help of a new member of staff, new quality assurance systems were being embedded to enhance how the care was monitored. The provider was previously in breach of the legal regulation in relation to safe care and treatment, consent and good governance. Improvements were found at this assessment and the provider was no longer in breach of these regulations.
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Southview Home Care is a domiciliary care service, supporting adults in the community who require assistance with personal care. The assessment was completed between 22 February 2024 and 22 April 2024. Telephone calls to people were made on 26 March 2024. At our last inspection we found three breaches of regulation. These were in relation to regulation 12 (safe care and treatment); regulation 11 (need for consent) and regulation 17 (good governance). At this assessment enough improvement had been made and the provider was no longer in breach of regulation. Although we found good practice at this assessment, until we have assessed more quality statements in effective and well-led the rating for this service remains the same.
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Southview Home Care received an overall rating of Requires Improvement on its first inspection, with regulatory breaches identified in safe care and treatment (Reg 12), consent and mental capacity (Reg 11), and good governance (Reg 17). The service demonstrated genuine strengths in its caring and responsive practice, with staff praised for kindness and personalised support, but weaknesses in risk assessment documentation, MCA compliance and governance oversight require urgent remediation.
Concerns (6)
criticalCare planning: “the necessary risk assessments, associated with these risks, were either incomplete or missing from people's care files.”
criticalConsent / capacity: “People's mental capacity was not assessed in line with the Mental Capacity Act (MCA) and Southview Home Care's own policy.”
criticalGovernance: “The provider did not operate effective systems and processes to assess and monitor the quality and safety of the service.”
moderateRecord keeping: “staff had to go to several sources to get a complete picture of the person they were supporting.”
moderateCommunication with families: “Health and social care professionals raised concerns about poor communication from the service and felt the provider was not always proactive in developing professional relationships.”
minorMissed or late visits: “Initially, when the service began, there had been issues with missed visits. This was due to issues with staffing and the provider taking on too many care packages.”
Strengths
· People felt safe and supported by staff; comments included 'The carers are wonderful. I am very happy with them. They keep me safe.'
· Staff demonstrated an understanding of safeguarding and knew how to report concerns internally and externally.
· Effective recruitment and selection processes in place including DBS checks and reference verification.
· Medicines managed safely with staff trained and competency-assessed.
· Staff were kind, caring and compassionate; rated Good for caring.
Quality-Statement breakdown (18)
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitment; Learning lessons when things go wrongRequires improvement
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Ensuring consent to care and treatment in line with law and guidanceRequires improvement
effective: Staff support: induction, training, skills and experienceGood
effective: Staff working with other agencies to provide consistent, effective, timely care
Good
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and controlGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles; governance and regulatory requirementsRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood