Background to this inspection
Updated
28 September 2022
The inspection
We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.
Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides nursing and personal care to people living in their own homes.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.
At the time of our inspection there was a registered manager in post who was also the provider.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure the registered manager was available for an online meeting with us.
What we did before the inspection
We reviewed information we had received about the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
This inspection was carried out without a visit to the location’s office. We used technology such as phone and video calls to enable us to engage with relatives and staff, and electronic file sharing to enable us to review documentation. We spoke with the registered manager on 26 July 2022 and received all the files needed to complete the inspection on the same day. We spoke with seven relatives, the provider, a case manager and a support worker.
Updated
28 September 2022
About the service
Karen Burgin Ltd provide specialist support and rehabilitation services to adults and children who have sustained life changing injuries. The service provides bespoke packages of care in consultation with the person, their family, and involved professionals. Karen Burgin Ltd is registered with CQC as a domiciliary care agency providing nursing and personal care to people in their own homes. At the time of the inspection 20 people were using the service.
People's experience of using this service and what we found
People’s relatives made many positive comments about the service. A relative said, “I’m very happy, everything is catered for. They are a very professional, caring, and responsive company.”
The service was well-staffed with teams chosen in conjunction with people and their families. Relatives told us how well staff related to their family members and themselves. A relative said, “We feel very lucky. They [the staff team] are like family.”
The needs and safety of people using the service were central to the care and support provided. Staff knew people well and followed high-quality risk assessments to protect them from harm.
The provider’s multidisciplinary teams provided expert, holistic care and support to ensure people’s needs were fully met. Health and social care professionals worked alongside care staff providing expert guidance and resources.
People and their relatives were involved in every aspect of care planning and delivery. Care packages were designed to meet people’s individual needs and delivered flexibly, enabling people to have choice and continuity of care. A relative said, “They [staff] are very good at recognising how we as family wish to operate and tailor their approach accordingly."
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.
The service was well-organised around a culture in which people were respected and valued as individuals. Good systems were in place to ensure the delivery of high-quality personalised care. The provider monitored service performance to maintain and continually improve service quality.
The provider proactively sought relatives’, people’s, and staff feedback. Staff were respected, supported and valued and were clear about their roles and responsibilities. Relatives and staff had a high level of confidence in the provider and their ability to run in service effectively.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
This service was registered with us on 13 January 2021 and this is the first inspection.
Why we inspected
This was the first inspection of a newly registered service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.
This was an 'inspection using remote technology'. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and phone calls to engage with relatives, the registered manager and staff.