Archived: Broomhill Care Limited & Broomhill24 Limited

The provider registered this service with us to provide personal care and support for people within their own homes. At the time of our inspection 44 people in Worcestershire [of which 19 people had living-in care staff employed by the agency] received care and support from this service.

Not everyone using Broomhill Care Limited & Broomhill 24 Limited receives regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

At our last inspection in November 2015 we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

At this inspection we found the service remained Good.

There was a registered manager in post at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People continued to receive care, which protected them from avoidable harm and abuse. Care staff responded to and met people's needs safely. Risks to people's safety were identified and measures were in place to help reduce these risks. Care staff continued to be recruited safely by the provider, and checks were completed on new staff to make sure they were suitable to support people in their own homes. There were sufficient numbers of staff to support people effectively. Medication administration continued to be safe.

People continued to receive care that was effective in meeting their needs, by care staff who had the knowledge and skills to support them. People's rights with regards to consent and making their own decisions continued to be respected by care staff.

People were supported by care staff who knew them well and had caring relationships with them. People felt involved in their own care and care staff and the registered manager listened to and reacted to what they wanted. Care staff respected people's privacy and dignity when they supported them and promoted their independence.

Care staff continued to assist people with care and support that was individual to them. People were encouraged to raise concerns and make complaints and were confident these would be dealt with. The provider was an inclusive service and promoted equality, diversity and human rights with people and care staff. People's individual faiths were respected.

The provider and manager sought people's views and responded to the feedback about the service they received. Care staff spoke positively about feeling valued by management, who were always available to provide support and guidance. Systems were in place that continued to be effective in assessing and monitoring the quality of the service provided.

Broomhill Care Limited & Broomhill24 Limited provides personal care for people in their own home. There were 44 people using the service when we inspected and there was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People told us they felt safe when the staff were with them in their home. Staff knew how to protect people from the risk of potential abuse and the action they would take if they had concerns. People had their individual risks assessed and reviewed, and staff followed the plans in place. Staff employed were able to meet people’s needs and provide their care at the times people wanted. Where people had live in care staff they told us there was always a member of care staff in their home at the arranged times day and night. People looked after their own medicines; however staff would remind them when they were there.

Staff received regular training at the office from an internal trainer and also sourced additional external training where needed. Staff were knowledgeable about their roles and responsibilities. The staff skills, knowledge and experience supported people with their care and support needs.

People were involved in making decisions about their care and their consent was appropriately obtained by staff who cared for them. People who could not make decisions for themselves were supported by representatives or family members to gain an understanding of the person’s care needs. Care plans were in place and provided staff with details of the care people wished to receive. People’s meals were prepared where needed and they got the meals they enjoyed or chose. People told us they got healthcare appointments as required to meet their needs and staff had helped to arrange transport or the provider had taken them.

People told us they enjoyed the company of care staff when they visited to provide the care needed. People felt the care they had received met their needs. They also felt encouraged to be involved in their care needs where able and were comfortable that their dignity and privacy was respected by staff.

People spoke with us about the provider, registered manager and assistant manager being accessible when they needed to contact them. People, their family members and staff felt able to speak with the management team and provide feedback on the service. The management team had kept their knowledge current and they led by example. The provider ensured regular checks were completed to monitor the quality of the care that people received and looked at where improvements may be needed.

We found consent had been obtained from people before care and treatment had been provided. We spoke with one person who used the agency who told us that staff: 'Never did anything I did not want'. Staff we spoke with told us they respected people's individual choices and decisions

People were complimentary about the care and support they received. A relative of a person who used the agency said: 'Our wish was that our parents stayed at home living together. Broomhill has made that possible'. We spoke with one person who used the agency who said: 'I am very lucky to have them'.

The staffing levels for the agency were sufficient to meet the needs of the people they supported. People told us they received their care and support when they needed it.

The provider had an effective process in place that monitored the quality of the service they provided.

People received information on how to make a complaint if they were not happy with the service. We found that the provider had received complaints and had dealt with them to people's satisfaction.

People were complimentary about the care and support that they received. One person told us, 'They're very good indeed. I couldn't ask for better.' Another person said, 'They're friendly and nice. I look forward to their visits. I am very happy.' This meant that people felt the agency were meeting their individual needs.

We found that people who used the agency were protected from the risk of abuse.

People were cared for, or supported by, suitably qualified, skilled and experienced staff.

The provider had systems in place to regularly assess and monitor the quality of service that people received.