Regus

Updated 6 December 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 carried out by an 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

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 provider or registered manager would be in the office to support the inspection. Inspection activity started on 7 November 2019 and ended on 8 November 2019. We visited the office location on the first day of activity.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We also reviewed 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 three people to gain their views about the service they received. We also spoke with the registered manager, a field care supervisor and two care staff to help understand how the service was run and find out what it was like to work at the service.

We reviewed a range of records, including three people’s care plans and three staff recruitment records. We also reviewed information relating to staff training and supervision, as well as records relating to the management of the service such as the provider’s policies and procedures, quality assurance information and people’s medicine administration records (MARs).

Updated 6 December 2019

Business Services Bromley is a domiciliary care service providing personal care to people living in their own homes. The service was supporting five people at the time of this inspection.

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

Risks to people had been assessed and staff had guidance to follow on how to manage identified risks safely. There were sufficient staff deployed by the service to meet people’s needs. The provider followed safe recruitment practices. Staff were aware of the action to take to reduce the risk of infection. People’s medicines were safely managed. Staff were aware to report any incidents or accidents which occurred. The registered manager reviewed incident and accident information for learning, to reduce the risk of repeat occurrence.

People’s needs were assessed when they started using the service. They were involved in the planning of their care and their care plans identified their individual needs and preferences. Staff were supported in their roles through training, supervision and an annual appraisal of their performance. 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.

People were supported to maintain a balanced diet and had access to a range of healthcare services when needed. Staff worked with other agencies to ensure people receive effective support. People were protected from the risk of abuse because staff were aware of the action to take if they suspected abuse had occurred. Staff treated people with care and kindness. They respected people’s privacy and treated them with dignity. People were involved in decisions about the support they received.

The provider had a complaints procedure in place and people expressed confidence that any issues they raised would be dealt with appropriately. Staff spoke positively about the support they received from the registered manager and told us they worked well as a team. The registered manager demonstrated a good understanding of the responsibilities of their role. The provider had systems in place for monitoring the quality and safety of the service. They also sought people’s views on the running of the service in order to help identify potential areas for improvement.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection (and update)

The last rating for this service was requires improvement (published 9 November 2018) at which we identified three breaches of regulations. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

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.