Background to this inspection
Updated
26 November 2021
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 completed 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
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.
What we did before 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 the registered manager and we reviewed a range of records. These included care records and records relating to the management of the service. We looked at four staff files in relation to recruitment and staff supervision.
After the inspection –
We spoke with two relatives about their experience of the care provided and two care workers. We continued to seek clarification from the provider to validate evidence found.
Updated
26 November 2021
About the service
Blue cross Healthcare Limited is a domiciliary care service. The service provides personal care to people living in their own homes. At the time of the inspection five people were receiving personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do receive personal care, we also consider any wider social care provided.
People’s experience of using this service and what we found
People were safe and supported well by staff. Staff received training in safeguarding people from abuse and knew when and how to report concerns if this was necessary.
Risk assessments were detailed, personalised and included people’s voice clearly. Staff understood the risks to people and knew how to mitigate these.
Staff had received training in the administration of medicines. However, staff were not actively administering medicines at the time of inspection as people were either independent in this or they had support from relatives.
Staff received training in COVID-19, and they made sure they had adequate levels of personal protective equipment [PPE] to carry out their jobs safely.
Care and support was planned and delivered in line with best practice. Assessments were thorough and expected outcomes were identified. Support plans were reviewed and updated as people’s needs changed. People were supported by staff who knew them well and were able to identify people’s likes and dislikes. They were supported to eat and drink according to their dietary requirements taking into consideration people’s preferences.
Staff received comprehensive training and were introduced to people by existing care staff who knew the person well. Staff had regular supervision with the registered manager, and they told us they felt supported.
People were treated with dignity and respect. This was clear through the feedback we received by people and their relatives. Staff had the right skills to deliver a good level of care and support. Staff were able to communicate with people well, despite some people experiencing communication difficulties due to their health needs. Staff were patient and built rapport with people to enable them to address this. Information was provided in various formats where required.
People and their relatives felt confident in providing feedback whether this was positive or negative. The registered manager welcomed feedback and demonstrated that complaints were dealt with swiftly and professionally.
People, their relatives and the staff said that the service was consistently well led. The registered manager was available and led by example. There was an effective governance framework in place, the registered manager knew their responsibilities and staff were clear about their roles.
Rating at last inspection
This service was registered with us on the 13th September 2019 and this was the first inspection.
Why we inspected
This inspection was prompted because the service had not received a comprehensive inspection since they registered with us September 2019.
Follow up
We will continue to monitor information we receive about the service.