We inspected this provider by an announced visit at their office in Lancaster , We looked at records held there. We talked with the registered manager for Biju care and with the Continuous Quality Improvement Assessor (CQIA). After the visit we talked with 8 people who used the service.
We found most people thought the service was working well, and individual staff were praised for their helpfulness. People appreciated consistency of care staff. There were some concerns about timeliness, not being kept informed and paying for services not received in full. We saw that records relating to people were comprehensive and up to date. We saw that people or their relatives had signed to consent to the services as detailed in their care plans.
We found that the complaints system was not brought to the attention of people in a manner which was suitable, Information was inaccurate and incomplete. Record keeping about complaints was difficult to make sense of, and the provider was unable to tell us how many complaints about the service had been received.
We checked the recruitment processes used by the provider and found these to be robust in ensuring that people were of good character. We found that the provider conducted audits and surveys of service users, which highlighted areas of good practice and issues of concern. We found that the issues of concern were not always acted on. This meant that the audits were not serving their proper purpose of maintaining standards.