CQC Inspection Report - GOOD

Serve - Rated Good 2017


Overview and CQC Inspections

Green Tick
Grey Cross
Red Cross
Green smartie
Yellow smartie
Red smartie
Grey smartie


Our inspector's description of this service

Last updated 20 May 2017
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 30 and 31 March and 12 May 2017 and it was announced. We provided 48 hours' notice of the inspection, to ensure management were available to facilitate our inspection.

The inspection was undertaken by one inspector and an expert by experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

We had asked the provider to complete a Provider Information Return (PIR), which is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. This was completed by the provider on the 1 February 2016. We also looked at other information we held about the service from statutory notifications of events that the provider is required by law to submit to the Care Quality Commission (CQC).

Prior to the inspection we sent out 50 questionnaires to people using the service and relatives, 23 people using the service responded and six relatives responded. We also sent out 21 questionnaires to staff and nine responded. During the inspection we spoke with 15 people using the service, four relatives, the registered manager and three staff.

We reviewed the care plans, risk assessments and other associated care records for 10 people using the service. We looked at four staff recruitment files and records in relation to staff supervision, training and support. We also looked at management records in relation to the on-going monitoring of the service.

Latest CQC inspection report

20 May 2017

Who runs this service

Serve is run by Serve

Accountable person

  • Mrs Nicola Brinkworth
  • Registered Manager
  • Shirley Cockings
  • Responsible individual

Type of service

Homecare agencies


Dementia, Personal care, Physical disabilities, Sensory impairments, Caring for adults under 65 yrs, Caring for adults over 65 yrs

If you're the provider who runs this service:

Inspection ratings

We rate most services according to how safe, effective, caring, responsive and well-led they are, using four levels:

Outstanding – the service is performing exceptionally well.
Green smartie
Good – the service is performing well and meeting our expectations.
Yellow smartie
Requires improvement – the service isn't performing as well as it should and we have told the service how it must improve.
Red smartie
Inadequate – the service is performing badly and we've taken enforcement action against the provider of the service.
Grey smartie
No rating/under appeal/rating suspended – there are some services which we can’t rate, while some might be under appeal from the provider. Suspended ratings are being reviewed by us and will be published soon.

Ticks and crosses

We don't rate every type of service. For services we haven't rated we use ticks and crosses to show whether we've asked them to take further action or taken enforcement action against them.

There's no need for the service to take further action. If this service has not had a CQC inspection since it registered with us, our judgement may be based on our assessment of declarations and evidence supplied by the service.
The service must make improvements.
At least one standard in this area was not being met when we inspected the service and we have taken enforcement action .
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