Archived: Best Choice Care Ltd

Best Choice Care is a domiciliary care service for people living in their own homes in the community. At the time of our inspection, there were 22 people using the service. The service was previously known as Regus House until July 2020 when they moved location and changed the location name to Best Choice Care.

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

During the inspection we found risk assessments were not always undertaken where risks were identified for people, and where there were risk assessments these did not always record enough detail to provide staff with the relevant guidance to provide a safe level of care. Care plans did not always provide consistent information. For example, not all care plans contained end of life wishes.

Care plans did not always have relevant information about people's needs and preferences.

The provider had systems in place to monitor, manage and improve service delivery and to improve the care and support provided to people but these were not always effective and did not identify issues raised at the inspection.

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 support ed this practice in terms of assessing people’s mental capacity and gaining consent.

The provider had systems in place to safeguard people, and safe recruitment procedures were followed. Staff followed appropriate infection prevention and control practices. Staff were supported through induction, training and supervision.

There was a complaints procedure in place and the provider knew how to respond to complaints.

People, relatives and staff reported the care manager was available and responsive.

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 this service was requires improvement (published 28 August 2019). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection enough improvement had not been made/ sustained and the provider was still in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service.

We have identified breaches in relation to safe care and governance at this inspection.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.