Archived: Boyce Care Limited

We gathered evidence against the outcomes we inspected to help answer our five key questions; Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well led?

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, their relatives, the staff supporting them and from looking at records.

If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

People told us they were treated with respect and dignity by the staff. People told us they felt safe with the staff that provided care. The Safeguarding procedures in place were robust and staff understood how to safeguard the people they supported.

Systems were in place to make sure that staff learnt from events such as accidents, incidents, complaints and concerns. This reduced the risks to people and helped the service to continually improve.

Recruitment and selection processes were in place and the provider carried out relevant checks when they employed staff. Policies and procedures were in place to make sure that unsafe practices were identified and people were protected.

Care plans demonstrated that people's healthcare needs were addressed. Staff carried out regular checks to ensure that people were cared for in a safe environment and risk assessments had been carried out to identify and manage any risks to people.

Is the service effective?

People told us that they could make choices about how they spent their time and that they had opportunities to take part in activities they enjoyed. People said that staff accompanied them on visits or to appointments and assisted them with activities.

Guidelines were provided for staff in the way people preferred their care and support to be delivered. Staff communicated information about people's needs effectively and provided care and support in a consistent way. People were supported to access their local community and to maintain relationships with their friends and families.

The manager organised the staff rotas, they took into account people's care needs when making decisions about the numbers, qualifications, skills and experience required. This helped to ensure that people's needs were always met.

Records, including care records, were organised, up to date and reflected the needs of the person. There were clear operating procedures in place, which were known and understood by staff.

Is the service caring?

People were supported by kind, caring and attentive staff. A person who used the service told us, 'They are very kind.' They went on to say 'They always ask me what I want to do, they never tell me what to do.' Another person told us, 'I get more than enough help.' They went on to say 'I am more independent now, which is what I wanted. I am more than happy.'

People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.

Staff had worked with the people who used the service for some time and knew their needs well. This meant that people received consistent care from staff they knew and understood their needs.

The provider obtained feedback about the quality of the care and support provided as they were in regular contact with relatives and social care professionals.

Is the service responsive?

People's needs had been assessed before they began to use the service to ensure that the service was suitable for them. People received a personalised service based on their individual needs and preferences. People's needs were reviewed regularly and the provider responded appropriately if their needs changed.

People told us they knew how to make a complaint if they were unhappy. Six people had made a complaint since our last visit in October 2013 and were satisfied with the outcome. We looked at how these complaints had been dealt with, and found that they had been responded appropriately and within the timescales set out in their procedures.

Is the service well-led?

The registered manager had been in post for a number of years. The service worked well with other agencies and services to make sure people received their care in a person centred way.

The service had a quality assurance system, we saw systems in place that identified shortfalls and documented action taken. As a result the quality of the service was continuingly improving.

Staff told us they were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the service and of the quality assurance processes that were in place. This helped to ensure that people received a good quality service at all times.

All of the people we spoke with said they would recommend Boyce Care.

All of the people we spoke with were very happy with the service. A relative told us 'They are very good, they are very easy to talk to and are very understanding.' A social care professional told us 'Boyce Care are the best at what they do, supporting people with learning disabilities in a very person centred way.'

The provider had systems in place to ensure they worked with the consent of people who used the service. People who used the service knew they had a right to refuse. A relative told us 'They always ask my family member what they want.'

Care and treatment was planned and delivered in a way that ensured people's safety and welfare. A relative told us 'A family member's views were first and foremost.'

The provider had systems in place to manage and monitor the prevention and control of infection. Staff understood their responsibilities around infection control.

We saw that a structured recruitment process had been followed. This ensured that people's needs were met by staff that were appropriately qualified and experienced.

The provider had systems in place for assessing and monitoring the quality of the service.

People we spoke with expressed satisfaction with Boyce Care and people told us they were very happy with the service. One person said that 'I am happy here.' We were also told that Boyce Care had an 'Excellent reputation.'

Most of our interviews with people who used the service were carried out on the phone after the inspection. However, during our inspection we were also able to speak to people who had visited the office that day. We saw that people were spoken to respectfully and that there was reciprocal warmth between people who used the service and the staff.

We saw that people had care plans that were kept updated and that people were supported to undertake a wide range of activities, such as keep fit and drama. We also saw someone who used the service being supported to do planned work experience in the office at the time of our inspection.

We saw that medication audits were up to date and that other reviews, such as quality assurance reviews took place regularly.

People told us that their views were taken into account. One relative told us 'We're very happy and he is very happy.'