Background to this inspection
Updated
21 July 2023
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 Health and Social Care Act 2008.
Inspection team
The inspection team consisted of an inspector and 2 Experts 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 houses and flats.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave notice to the service of the inspection. This was because it is a small service and we needed to be sure that a member of the management team would be in the office to support the inspection.
Inspection activity started on 19 June 2023 and ended on 28 June 2023. We visited the location's office on 19 June 2023.
What we did before the inspection
We reviewed information we had received about the service. We contacted the local authority commissioning team for their feedback 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
We spoke with 9 people and 10 relatives about their experience of the care provided. We contacted 7 care staff by email. We spoke to the registered manager, chief executive officer, and two area coordinators. We spoke to 3 healthcare professionals who work with the service regularly.
We reviewed a range of records. This included 7 people's care records and 4 medicine records. We looked at 3 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.
Updated
21 July 2023
About the service
Bell View Help at Home is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection there were 103 people using the service. There were 88 people in receipt of 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
At the time of the inspection, the location did not care for or support anyone whose primary support need was their learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.
Right Support: 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.
Staff supported people to make decisions following best practice in decision-making. People’s relatives helped people express their needs and wishes if they could not do so themselves. Multidisciplinary healthcare teams were involved in decisions about people’s health when needed.
Staff knew people well, and provided person-centred care. Care documentation included clear guidance on how to care for people.
Medicines were managed safely. Some records were not in line with best practice guidance but action was taken immediately to rectify this.
Right Care: Staff understood how to protect people from poor care and abuse. The service worked with other agencies when needed to provide the most appropriate care. Staff had training on how to recognise and report abuse.
Risks to people were assessed and regularly reviewed when people's needs changed. The service had enough appropriately skilled staff to meet people's needs and keep them safe.
Right Culture: There was a positive culture in the service. Staff said the management team were supportive. Managers held regular supervisions with staff. Staff worked effectively with visiting professionals.
People, their relatives and healthcare professionals were involved in planning their care.
Quality assurance and monitoring systems were in place and effective. The registered manager was continuously improving the service. Lessons had been learnt from incidents.
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 4 May 2018).
Why we inspected
This inspection was prompted by a review of the information we held about this service, and the length of time since the last inspection.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.