Home Instead Bury St Edmunds

Updated 22 February 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 was carried out by one inspector and an Expert by Experience who telephoned people who used the service, and their relatives, to seek feedback. 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

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since its registration. We sought feedback from the local authority. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.

We used information gathered as part of our monitoring activity that took place on 9 November 2022 to help plan the inspection and inform our judgements.

We used all this information to plan our inspection.

During the inspection

The inspection commenced on 23 January 2023 with feedback being provided to the registered manager on 6 February 2023. We visited the office of the service, spoke with 2 people who used the service and 5 relatives. We spoke with the nominated individual [NI], the registered manager and received feedback from 7 staff. The nominated individual is responsible for supervising the management of the service.

We used electronic file sharing to enable us to review documentation. We reviewed 4 care records, staff recruitment files for 3 staff members, training, induction and competency assessment records for staff. We also reviewed governance records including policies and procedures, and quality assurance records,

Updated 22 February 2023

About the service

Home Instead Bury St Edmunds is a domiciliary care service providing care and support to people living in their own homes. The service provides support to adults some of whom may be living with dementia, a physical disability or a sensory impairment. At the time of our inspection there were 10 people using the service.

Not everyone who used the service received 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

People received personalised care from caring staff who had the knowledge and skills to carry out their roles and responsibilities. People and their relatives described staff as lovely, patient and very caring. Staff were punctual and stayed for the agreed amount of time.

Safe recruitment practices ensured that people were supported by staff of suitable character. People and relatives felt safe with staff providing care and support. Safeguarding procedures were followed, and staff knew the signs to look for if they suspected abuse and how to report concerns.

People's needs were assessed before the service began to ensure they could be met by the service. Care plans were written and updated in partnership with people and their relatives. Risks were identified, assessed and appropriate mitigation put in place.

People and relatives told us the service was well-led and they spoke positively of the nominated individual and the registered manager. The culture of the service was open and transparent, and staff told us they felt supported and motivated by managers to provide the best care for people they supported.

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.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 14 April 2022 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.