Seva Line Limited

Who the service is for

The service supports younger and older people some of whom have a diagnosis of dementia, mental health needs or a physical disability who live in their own homes. The service supports people from different ethnic backgrounds who speak a variety of languages.

Key findings

The service was previously rated as good. We carried out this assessment from 19th April to 4th June to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
People were supported by enough staff who had the skills and knowledge to support them safely, and were recruited safely. Staff received adequate training and regular supervisions, which ensured competency and compliance.

Accidents and incidents were logged with information about the actions taken and a complaints file included learning that could be taken to help to drive improvement in the service.
Risks were assessed and people and their families were involved in this process. There were effective systems in place to safeguard people from abuse.
Medicines were administered safely with good protocols included to guide staff on when to administer “as required” medications. Medication audits identified areas where improvements could be made.
Care plans were created with the person and their families where appropriate and included relevant information about their care and support needs and interests. People were supported according to their individual needs, by staff who were caring, compassionate and familiar to them. People were supported by staff who spoke their native language to ensure there were no communication barriers.
People received person centered care and staff liaised with other healthcare professionals to ensure their needs were met. People’s independence was promoted through a variety of reasonable adjustments used in their homes to ensure they could access care and support according to their needs and mobility.

The provider’s vision was shared across the staff group through regular meetings and appraisals focusing on delivering high quality care and treating each person as an individual, ensuring that they felt valued and listened to. The registered manager was supportive and approachable and fostered an open culture where staff felt comfortable to raise concerns and were confident they would be dealt with appropriately.

There was an effective structure within the service ensuring accountability and support. People who used the service and their families spoke highly of the management and how the service was run. We saw evidence of learning and development and a drive to continuously improve the service and ensure everyone received high quality, person centred care.