Background to this inspection
Updated
21 November 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was undertaken by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was announced. We gave the service 48 hours' notice of the inspection. This was because it is a small service and we needed to be sure that the registered manager would be in the office to support the inspection. Inspection activity started on 25 September and ended on 1 October 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We obtained the views of professionals who may have visited the service, such as service commissioners. We used all of this information to plan our inspection.
During the inspection
We spoke with four people who used the service and four relatives by telephone on 25 September about their experience of the care provided to people. We visited the agency’s office on 1 October 2019. We spoke with the registered manager and a care coordinator. We reviewed a range of records. This included three people's care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We spoke with four members of care staff.
Updated
21 November 2019
About the service
Balby Care and Home Services provides care and support for people living in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our inspection the service was supporting 22 people with their personal care needs.
People's experience of using this service and what we found
People told us they were very happy with the support they received. One person said, “They have become like my family. I trust them totally and am very happy." People’s relatives were also happy with the service provided. One relative told us, “We have regular carers. They are reliable and know [person] well, I have no concerns, they are very good.”
People were protected from abuse and risks associated with people’s care were well managed. There were enough staff to meet people's needs and staff received support and supervision from their line manager. The provider continued to ensure staff were safely recruited. Staff used gloves and aprons when these were needed to protect people from the risk of infection. People's medicines were managed safely.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Care staff were familiar with people's preferences and needs. Care staff were committed to promoting people's privacy, dignity and independence and supporting them to make choices. People who used the service spoke positively of the caring approach from all the staff.
Audits and checks were used to drive improvements to the service people received. People and their relatives were asked for their views about the care and support the service offered. Staff felt well supported and listened to. There was a positive, open and supportive culture at the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection:
The last rating for this service was good (published April 2017).
Why we inspected:
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.