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Britannia Homecare Limited Requires improvement

We are carrying out a review of quality at Britannia Homecare Limited. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary


Overall summary & rating

Requires improvement

Updated 25 October 2019

Britannia Homecare is a domiciliary care agency that was supporting 170 people in their own homes. Not everyone using the service receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene, medicines and eating. Most of the people using the service were older people, some of whom were living with dementia. At the time of our inspection 126 people were receiving the regulated activity from the agency.

People’s experience of using this service:

There was a lack of robust quality monitoring of the service provided which meant some shortfalls had not been identified. These included inconsistent information in people’s care plans and auditing the care calls of people. Although people told us staff were reliable, we read of staff not staying the full time expected at a care call. We have issued a breach of Regulation to the registered provider in respect of good governance.

People were cared for by staff who they told us were very kind and caring, attentive and kept them safe. People were happy with the food and fluids provided to them and the way staff supported them to access healthcare professional input should they need it.

People felt the care they received was person-centred and delivered in a way that suited them. People said they felt listened to, asked if they were happy with the service they received and shown respect by the registered managers.

People received the medicines they required and they told us they felt safe with staff and staff helped ensure they stayed free from risks.

People were cared for by staff who were well trained and staff who understood how to keep people safe and knew their responsibility for helping people retain their independence and gaining their consent.

Staff felt supported by senior management and told us since the new registered managers had taken back responsibility for the agency improvements had been made. Staff felt management were approachable and listened to any concerns or suggestions they had.

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

At the last inspection the service was rated Requires Improvement. The report of this inspection was published on 15 February 2017.

Why we inspected:

This was a planned inspection based on the previous rating.

Follow up:

We will continue to monitor intelligence 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.

Inspection areas

Safe

Good

Updated 25 October 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 25 October 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 25 October 2019

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 25 October 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 25 October 2019

The service was not always well-led.

Details are in our well-Led findings below.