SBV Healthcare

Recruitment processes were robust and reliable. Sufficient staff were available to visit individuals at home safely and according to their preferred schedules. Staff were well-prepared, having received thorough training and orientation. Detailed risk evaluations addressed both the physical and emotional well-being of the people. Staff did not routinely administer medicine to people, but they were trained should they need to. Systems and processes ensured lessons were learned to drive service improvement.

People and families were actively involved in planning care, with consideration of their communication styles, personal preferences, and health conditions. Staff well-being was supported by the provider. Privacy and individuality were respected, and personal choices were honoured. People were informed about how to give feedback or make complaints, and the provider was able to offer accessible information where required. Care was delivered in line with people's assessed needs and preferences. People were included in making decisions about their care.

Staff expressed positive feedback in their confidence in the registered manager, and staff said they feel saft safe to voice concerns. The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. People were supported to give consent about their care and support and members of staff kept people informed about care and choice options.

The provider fulfilled their responsibilities, including reporting all required incidents to the CQC. Audits were carried out however the frequency meant some information could be missed so they required strengthening and embedding into practice.