Bhandal Homecare

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.