Background to this inspection
Updated
17 December 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 carried out 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 homes. The service had two managers 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
This inspection was announced. We gave a short period of notice of the inspection because we needed to make arrangements to ensure both registered managers were available and to contact people to gather their feedback.
Inspection activity started on 27 October 2021 and ended on 29 November 2021. One inspector visited the office location on 3 November 2021.
What we did before the inspection
We reviewed information we had received about the service since they were registered with us. This information helps support our inspections. We used this information to plan our inspection. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
An Expert by Experience spoke with four people who use the service and three relatives on the telephone on 4 November 2021. We spoke with the two registered managers and reviewed a range of records. This included four people's care records and three staff recruitment files. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We received feedback from three staff members. We continued to seek clarification from the provider to validate evidence found. We looked at accident procedures, medicine administration records and people’s end of life choices.
Updated
17 December 2021
About the service
BelleVie North East Area, referred to as BelleVie in this report, is a new service registered to provide support to people living in their own homes in Northumberland and County Durham. The service is registered to provide personal care to older people, people living with sensory impairments, people living with dementia, people living with mental health issues, people living with physical disabilities and people living with a learning disability or autistic spectrum disorder.
Not everyone using BelleVie receives a regulated activity; CQC only inspects the service being received by people provided with 'personal care.' This is help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. On the day of our inspection BelleVie were supporting eight people with the regulated activity of 'personal care.'
People’s experience of using this service and what we found
People said they received good care and staff were kind and caring. Staff treated people with dignity and promoted their independence. People said they were happy with the care provided.
Risks were identified and managed appropriately. Recruitment procedures were values-based and robust. There were enough staff to meet people's needs and people were protected from the risk of abuse. Staff had been trained in infection prevention and control and used personal protective equipment to help keep people safe. Calls were on time and lasted for the correct duration.
Staff had the skills and knowledge to carry out their role effectively. Staff training in relevant areas was up to date. The staff team was self-managing. This meant the whole team worked together to ensure people received good care and experienced effective communication. Staff told us they liked the self-managing model as it was empowering and made them feel valued and listened to.
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.
We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.
The service was able to demonstrate how they were meeting the underpinning principles of right support, right care, right culture. People were provided with the right support which enabled them to make choices and promoted their independence. People received the right care that was provided in a person-centred way which promoted their dignity. The service provided the right culture for people in an environment where they were included and empowered by care staff.
Care records were person-centred and reflected people's current needs. People were involved in decisions about their care. Staff were aware of people's communication needs and how best to support them. People's concerns and complaints were dealt with promptly and consideration was given to how improvements were made.
People's views and opinions of the service were sought and acted on. People told us the service was well managed. Effective systems were in place to monitor the quality of care and support provided. We found the management team receptive to feedback and keen to improve and develop the service. The registered managers worked with us in a positive manner and provided all the information we requested.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 2 September 2020 and this is the first inspection.
Why we inspected
This was a planned inspection as the service had not previously been rated.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.