Bhandal Homecare

Updated 17 August 2022

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 Health and Social Care Act 2008.

Inspection team

The inspection was completed by one 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 houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 17 May 2022 and ended on 13 June 2022. We visited the location’s office on 1 June 2022.

What we did before the inspection

We reviewed information we had received about the service since they registered with CQC. We sought feedback from the local authority who work with the service. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

During our inspection we spoke with five people and four relatives to ask about their experience of the care provided. We spoke with the registered manager, recruitment and training officer, care coordinators and an internal auditor. We also contacted five care workers with limited response.

We reviewed a range of written records including policy and procedures, statement of purpose, four care plans, four staff recruitment files and information relating to staff training and the auditing and monitoring of service provision.

Updated 17 August 2022

Bhandal Homecare is a domiciliary care service. It is registered to provide personal care to people living in their own homes in the community, including older people and people living with dementia. At the time of our inspection, 140 people were receiving care. 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

Recruitment was not always managed in a safe way. People felt safe with the staff that cared for them. Risks were assessed and managed effectively. Systems were in place to safeguard people from avoidable harm. Medicines were monitored and administered safely. The provider had clear infection control measures in place.

The registered manager was open and honest. They took a proactive response to lessons learned when things went wrong.

Peoples needs and choices were adhered too. Staff were fully supported to gain the right skills to ensure they cared for people effectively. People were supported to have sufficient to eat and drink. The provider worked with other healthcare professionals to provide effective care that reflected people’s needs. The service worked in line with the Mental Capacity Act (MCA).

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 felt staff cared for them well and provided consistent care. Staff were caring and compassionate. The service supported people to be independent and make informed choices.

The service responded to people’s needs. Care was reviewed on a regular basis and incorporated people’s preferences and choices. The provider had a complaint process that ensured issues and concerns were dealt with and changes made if required.

Audits and monitoring processes were in place, but did not always identify shortfalls, such as with the application and interview documents. The registered manager was approachable and followed the legal requirement to report to CQC and follow the law. They acknowledged the shortfalls we found and assured us they would review and improve the processes. People were encouraged to share their views of the service and how it was run.

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 the service under the previous provider was Good, published on 06 September 2019.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.