Biliv Care Limited

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first inspection for this service. This key question has been rated good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 67 (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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Staff knew how to support people in line with their individual preferences. One relative told us, “For me all the guys I have met are super friendly and informative. I’ve seen staff with my dad and they are very caring, methodical and have patience. We feel very happy and lucky to have these guys to help. It’s worked out well, made a difficult situation more doable. There has been a massive impact (reduction in falls), these guys know what they are doing.”

The care plans considered people’s health, care, wellbeing and communication needs and people and their relatives were confident that individual needs had been appropriately assessed. However, improvements were needed to ensure care plans were easy to follow and remained relevant and up to date. People and relatives told us they were kept informed of any changes and were fully involved in their assessments and reassessments of their care and support. One person said, “[Registered manager] does come out and goes through my care plan with me - all explained to me and I know what is happening when I go into hospital and when I come back home.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Staff told us they had undertaken training in caring for people with living with dementia, learning disability and autism. Although not all specific medical and health conditions had been included in their training programme. The provider took immediate action to address this.

Some people also had regular input from visiting health care professionals and communication between the care staff and the visiting professionals was good. Staff would raise any issues or concerns they might have had, about a person’s health and wellbeing, with the registered manager, family member or directly with a nursing practitioner. Staff had regular meetings and updates from the management team to understand about best practice, in the form of supervision and/or spot checks.

Not everyone required support with their nutrition and hydration, but those who did were generally happy with the support they received. Staff we spoke with told us they would make sure people were left with drinks and snacks between calls. All staff had completed basic food hygiene awareness courses.

Everyone we spoke with told us the provider and their staff delivered good care and support to them.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Staff were extremely positive about their working relationships with external professionals, the provider, family members and the people they supported. One staff member said, “We have group calls and phone calls individually, we can raise concerns and 1:1s as well. If there are concerns or issues whatever we worried about we can discuss. I'm very happy here and love what I do. The managers are very good and kind and looks after us. [Registered manager] is a person who wants to know we are ok. I feel very safe working with Biliv Care it is amazing and I have no complaints. The management are very friendly and respectful, it’s been good coming to the UK. On my day off day I'll be thinking of my service users, I miss them.”

Another staff member explained how they accessed the information they needed about a person’s care through the App. People and relatives had access to the App and most of the people spoken with found this very useful when it came to checking on call timings, medication and support provided to people.

Two people we spoke with had recently been in hospital. They were keen to return home so Biliv Care could deliver their care because previous admissions to hospital had gone well when they returned home following their discharge.

People and relatives told us communication with the provider and their staff was good and felt comfortable in raising any concerns or issues as they arose.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Staff told us how they worked with the person, their family and other health and social care professionals to support people’s health. We saw appropriate referrals were made, for example to occupational health and the GP.

One relative shared with us the positive impact the provider and their staff had on their loved one. They told us, “[Person] would fall as a daily occurrence but since the carers have been coming in and supporting with transfers [person] hasn't fallen as much as he used to, it has been a massive relief and [person] is very happy with the support they received.”

The provider routinely monitored people’s care and treatment. However, some care plans lacked guidance for staff, regarding specific health and medical needs associated with their care such as diabetes management.

The provider and their staff explained how they supported people, as much as practicably possible, with their daily lives to maintain their health and wellbeing. Staff told us they would speak with health professionals if they had any concerns or to make sure they knew how to support people with any prescribed treatments.

People and relatives told us the staff that supported them understood their care and support needs and their input had helped to maintain their independence and achieved positive outcomes, such as a reduction in the number of falls for one person.

The registered manager met with people and their relatives to discuss their care and support to make sure care plans were relevant and being followed. People and relatives confirmed this and spoke highly about the quality of the care. One person said, “I am very happy with the service. They keep me informed of what is going on, and in case I need to go out and they ask for contact numbers.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

People and their relatives felt their views and wishes had been considered when care and support was being planned. People told us staff always sought their consent before delivering care. Relatives told us they were very much involved in support people with making decisions about their care where appropriate.

The service worked within the principles of the Mental Capacity Act (MCA). Staff understood about people’s capacity to make decisions about their care and support. One staff member told us, “I did my MCA training and I support my service users to make their own decisions, they have a right to make unwise decisions, I can’t force them but I also know sometimes you have to do what is in their best interests too and that means having best interest meetings with everyone involved (with the person).”

Care plans considered people’s capacity and their ability to consent to their care and making decisions about the support needed.