Beloved Homecare

Updated 9 December 2020

The inspection

As part of a pilot into virtual inspections of domiciliary and extra-care housing services, the Care Quality Commission conducted an inspection of this provider on 28 October 2020 and 6 November 2020. The inspection was carried out with the consent of the provider and was part of a pilot to gather information to inform CQC whether it might be possible to conduct inspections in a different way in the future. We completed this inspection using virtual methods and online tools such as electronic file sharing, video calls and phone calls to gather the information we rely on to form a judgement on the care and support provided. At no time did we visit the provider’s or location’s office as we usually would when conducting an inspection.

Inspection team

We carried out this inspection between 28 October and 3 December 2020. The inspection was carried out by an inspector, a medicines 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.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of the inspection there were 57 people using the service, with approximately 50 in receipt of the regulated activity ‘Personal care’.

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

We gave the service a short period notice of the inspection. This is because the service was taking part in the pilot into virtual inspections and we needed to gain their consent to be part of this process.

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. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with five people who used the service and eight relatives about their experience of the care provided. We also spoke with five members of care staff, the registered manager, managing director and other members of the management team. All of this correspondence was done either over the telephone, or virtually using video conferencing systems.

We reviewed a range of records. This included five people’s care records and multiple medication records. We looked at five 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 continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.

Updated 9 December 2020

About the service

Beloved Homecare is a domiciliary care service. The service provides personal care to 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.

People’s experience of using this service and what we found

Since our last inspection, the service had introduced several creative and innovative ways to enhance people’s safety, particularly regarding risk management. Enabling people to take positive risks was something the service did extremely well, meaning people could retain as much independence as possible.

Staff had gone ‘above and beyond’ what was expected from their roles to ensure people received outstanding care and support. People who used the service and their relatives were at the heart of how the service was run, and involvement in the care they received was a high priority to the management and staff team.

The service was highly passionate about ensuring people received high quality, person centred care that was based around their likes, dislikes, hobbies and interests. Feedback from relatives whose loved ones had previously used the services of Beloved Homecare as they approached the end of their life, was very positive.

The management and leadership of the service was also described as being outstanding. Community links within the local area and partnership working with other organisations was excellent. The registered manager and staff team were committed to achieving positive outcomes for people. Staff morale and a positive culture amongst the staff team was also very apparent. The service had won awards both nationally and in the local area, where their contribution to the care sector had been recognised and valued.

People received their medication safely and were encouraged do this themselves if they were able. Staff were recruited safely and there were enough available to ensure people received the care and support they required. Staff displayed a thorough understanding regarding safeguarding procedures, with both people and relatives telling us they felt the service was very safe to use.

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.

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 Outstanding (published 28 March 2018).

Why we inspected

This was a planned pilot virtual inspection. The report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the provider’s office location.

The pilot inspection considered the key questions of Safe and Well-led and has provided an updated rating for those key questions. Only parts of the Effective, Caring and Responsive key questions were considered and therefore the ratings for these key questions are those awarded at the last inspection.

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.