B & S Healthcare Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.

There was a clear vision of putting people at the forefront of their care enabling people to stay in their homes for as long as possible. People were involved and consulted about their care requirements.

The registered manager told us, “My aim is to understand the person, their wishes, their opinions, their aspirations and abilities, to remain independent, feel worthy and be able to trust each other with respect and dignity. I am proud that I still hold onto each value and stay true to my whole being as I believe that each person is individual and unique.” The staff and people we spoke with echoed this.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

B and S Healthcare Limited was a family business they had been operating for over 20 years. The registered manager was supported by 2 office staff and field care workers who had additional roles such as writing and reviewing care plans with people.

The registered manager knew the service, people and staff well. They led with openness and honesty. They were hands on and supported people when needed. The registered manager completed the initial assessments so they could get to know the person, their needs and preferences. A visiting social care professional told us, “Very open and transparent during the visit, the registered manager seemed to know the individual service users well and have been responsive whenever contacted.”

Everyone we spoke with was positive about the leadership and management, and how the service was run. People spoke about the registered manager and their senior team being 'approachable' and 'available.' A relative told us, “The manager is frequently in contact and also comes to see us regularly or by phone, at least every month” and “The office and management are very approachable and accessible.” A person told us, “I am on first name terms with the owner and have her telephone number, who I know I can contact if I need to. That has not been necessary. I have no complaints and would certainly recommend the company.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

The provider had policies in place to provide guidance on whistleblowing, speaking up and managing complaints. This included contacting external agencies such as the Care Quality Commission (CQC) and the local authority if they were not satisfied with the response. Staff, people and relatives felt confident in speaking up with the senior management team.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.

The registered provider told us in their annual provider return, ‘B and S Healthcare Limited is committed to being an inclusive employer, ensuring no discrimination occurs during recruitment or employment on the basis of gender, race, or any protected characteristic under the law. We believe in providing equal opportunities to all individuals, regardless of their personal circumstances. All care staff receive the same comprehensive training to promote fairness and equality, and remuneration is consistent regardless of age.’ Staff did not report any concerns and felt well supported.

A member of staff told us, “I like working here, and one of the reasons, is that if I have a problemwould that be personal or regarding the service user, I can always ring the office or supervisor and address the issue. Any concerns are addressed the same day.”

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

There were extensive quality assurance processes to consistently and continuously monitor all aspects of the service. The registered manager was supported by 2 office staff and field supervisors who supported with various aspects of running the business including quality assurance.

The quality monitoring systems were accessed electronically. This meant, at any time, the registered manager could access and view quality audits that had been completed. They could also monitor care delivery in real time as staff used an electronic care planning tool. Alerts were sent to the management team which enabled them to monitor and ensure action had been taken to address any shortfalls and support the team.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement.

The provider worked in partnership with the local community and other services to support people’s wellbeing. The registered manager told us, “Our team contacts GPs whenever a service user requires medical attention. We work closely with social workers and brokerage teams from Bristol City Council to ensure comprehensive care needs assessments and the provision of appropriate care packages.” A representative from the local authority confirmed the provider kept them updated when needs had changed. They told us the service was reliable, telling us, “I always get good feedback from service users about their carers. They send regular carers and they work well giving reliable support and people tend to want to keep them long term as reliable.”

The registered manager told us they had recently worked with 2 local groups to provide fidget mittens for people and blankets that had been made by the groups. These had been beneficial for the people they supported and had brought great joy. They had also raised money for a local school to provide a Christmas box of treats to some vulnerable children.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

Staff completed regular training to provide them with the knowledge and skills to complete their roles. Spot checks were carried out by the senior management team to ensure they were putting their training into practice.

A recent local authority quality monitoring report was positive. The registered manager confirmed they had actioned the recommendations. This showed the service was responsive to making improvements and working collaboratively with the local authority to ensure people received safe care that was responsive to their needs.

The registered manager kept up to date with current practice by participating in local forums such as 'Care and Support West' and they were members of the UK Homecare Association.