Background to this inspection
Updated
17 December 2019
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
One Inspector and one Expert by Experience completed the inspection. 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.
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. Inspection activity started on 20 November 2019 and ended on 20 November 2019. We visited the office location on the same date.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority, Healthwatch and professionals who work with the service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all of 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.
During the inspection-
We spoke with 10 people who used the service and three relatives about their experience of the care provided. We spoke with eight members of staff including registered manager, care co-ordinator and care workers.
We reviewed a range of records. This included two people’s care records and multiple medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found.
Updated
17 December 2019
About the service
Bridging the Gap Limited - Oldham is a is a domiciliary care agency that provides personal care and support to people in their own homes. The service supported approximately 70 people at the time of the inspection. During the inspection visit, the provider was receiving referrals for new clients which meant the number of clients being supported changed regularly.
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
The management team were dedicated to providing high-quality, flexible person-centred care to people, so they could remain living in their own homes for longer. People were supported to have control of the service they received and supported to communicate in their preferred language. One person commented, “The carers will do anything for me, nothing is too much trouble and it is like they are looking after their own family.”
People were protected from the risk of abuse and avoidable harm by staff who understood how to recognise and respond to concerns. People told us they felt safe when supported by staff. One person said, “My family are over the moon that I am in safe hands and I would recommend them [Bridging the Gap Oldham] to anybody.” Risk assessments had been developed to minimise the potential risk of harm to people during the delivery of their care. People were safely supported to receive their medicines as prescribed.
People's needs were assessed, and care and support had been planned in partnership with them and their relatives. Staff had received regular training and supervision to support them to meet people's needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People were positive about the service and said staff were kind and caring. One person said, “The girls [staff] talk to me which I appreciate, and I look forward to them coming around. I love them coming to the house.” People were treated with dignity and respect and their right to privacy was upheld. The registered manager worked in partnership with people’s advocates.
People and their relatives told us the service was exceptionally well- led and they would recommend the service to others. One person said, “They [staff] come in do the job properly and are always on time.” The service worked in partnership with a variety of agencies to ensure people received all the support they needed. Staff felt well supported by the registered manager.
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 good (published 26 April October 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.