Archived: Egerton House

Updated 30 June 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 1 June 2017. The provider was given 48 hours’ notice because the location provides domiciliary care and we needed to ensure someone was available at the office.

The inspection team consisted of one inspector.

Before our inspection we reviewed information held about the service. We received a provider information return (PIR) from the registered provider. The PIR 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. We looked at our own system to see if we had received any concerns or compliments. We analysed information on statutory notifications we had received from the provider. A statutory notification is information about important events which the provider is required to send us by law. We contacted representatives from the local authority and Healthwatch for their views about the service. We used this information to help us plan our inspection of the home.

During the inspection we spoke with ten people who used the service and three relatives. Relatives we spoke with were also involved in providing care to their family member. We spoke with seven staff which included care staff and care coordinators. We also spoke with provider and registered manager. We viewed three records which related to people's care and support needs, people's medicines and assessment of risk. We reviewed three staff files. We also viewed other records which related to quality monitoring and the management of the service.

Updated 30 June 2017

We visited this service on 1 June 2017. We gave 48 hours notice to the service that we were visiting. This was to ensure that people were available at the office on the first day of our visit.

Bluebird Care UK is a national franchise. A franchise is when a franchisee (the provider) has bought the right to sell a specific company's (the franchisor's) products in a particular area using the company's name. The franchise operates over two hundred locations across the United Kingdom.

Bluebird Care, Egerton House is registered to provide personal care to people who use the service. They provide care in people’s own homes. They currently provide support for 97 adults within the local community.

At the last inspection on 2 February 2015, the service was rated as Good. At this inspection we found the service remained Good.

The service had a registered manager in place. 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.

People were supported by staff who had been trained to understood how to recognise abuse and discrimination. Systems were in place for staff to follow which protected people and kept them safe from avoidable danger and harm. Staff were confident in reporting any concerns they had about a person's safety.

People received care and support from staff that were trained to be effective in their role. Staff had the skills and knowledge to understand and support people's individual needs. Training they received was kept up to date. People's rights were protected and they had choices in their daily lives. People were supported to maintain their diet and health needs where required. Staff were caring and people's privacy, dignity independence and individuality was respected and promoted by staff.

People received care from staff that were suitably recruited, supported and in sufficient numbers to ensure people's needs were met. This was because the provider had undertaken the relevant checks to ensure the staff they employed were suitable to work with people.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. Staff asked people's permission before they helped them with any care or support and understood the importance of obtaining consent. People that needed it received support to make sure they ate and drank enough. Staff helped people to access healthcare services when this was required.

People were supported by staff who knew them well and had good relationships with them. People were involved in their own care and felt listened to when they made their wishes known. Staff protected and respected people's dignity and privacy when they supported them. People received care and support that was individual to their needs and preferences.

People and their relatives knew how to complain about the service and felt comfortable about doing so.

The provider carried out annual satisfaction surveys with people using the service. The registered manager had systems for monitoring the quality of the service and had taken action when improvements were needed.