- Homecare service
Britz Health Care Ltd
Assessment report published 23 July 2025
Contents
Ratings
Our view of the service
Date of assessment: 8 July to 22 July 2025. The service is a care at home service providing support to adults of all ages living with a range of different needs including dementia, physical disabilities and learning disabilities. The provider is also registered to provide supported living services to people but this element of their service provision was not operational at the time of this assessment and, therefore, we did not assess it. At the time of the assessment, the service provided personal care and support to 17 people through its care at home service. Not everyone using the service received personal care. CQC only assesses and inspects where people receive personal care. Where they do, we also consider any wider social care provided. We assessed the service because it did not have a rating. The outcome from this assessment was a rating for the service. We looked at all 5 key questions and we assessed all of the quality statements in each of the key questions. This assessment included offsite gathering and review of evidence. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities most people take for granted.
The provider had a proactive and positive culture of safety, based on openness and honesty. The provider made sure there was continuity of care, including when people moved between different services. People's needs were assessed before they started using the service. The provider shared concerns quickly and appropriately to keep people safe. There were appropriate policies and processes in place to keep people safe from harm and abuse. Risks to people were assessed and management plans were in place to inform staff how to reduce and manage risks to maintain people’s safety. The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. Policies and processes were in place to support the safe administration of medications and regular, in-depth audits of medication administration were carried out by a member of the management team.
People’s care plans and risk assessments were reviewed regularly or when people’s needs changed, to ensure they were still relevant. The provider worked closely with health and care professionals to deliver people’s care as per their expectations. Members of staff supported people to live healthier lives and, where possible, reduce their future needs for care and support. Records of consent from people were maintained by the provider. Members of staff understood consent and people's right to have choices.
Members of staff were kind and caring. They delivered care with compassion and dignity. People’s care records were personalised and contained information about their likes and dislikes and how they preferred staff to support them. Members of staff encouraged people to maintain their independence and make choices about their daily care and support. The provider was responsive to people's changing needs. The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
People told us the care they received had a positive impact on their lives. The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People’s records contained information about how they preferred care to be delivered and guidance for members of staff about how to interact with them. The provider listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.
The provider had a shared vision, strategy and culture. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. The provider was an inclusive employer and valued equality, diversity and inclusion in their workforce. They spent time engaging with members of staff to assess their satisfaction with leadership, workplace culture, communication, professional development, teamwork and overall support. The provider had a good system of governance and accountability in place. The provider and the management team were committed to continuous improvement and development of the service.
People's experience of this service
People told us felt they were safe with the provider. One family member told us, “I am very happy with the service my [relative] is getting from [the provider] and I think they are very safe with them” Another person told us, “The care staff take everything in good part. They are good fun and I like them. I respect them and they respect me.” Another person said, “I am supported now and it is changing my life.”
People were happy with the provider’s timekeeping for their care visits. One person told us, “[Members of staff] come on time unless there is a traffic problem, they are very good.” A family member said, “[They are] always on time. This is vital for medications.”
People valued the members of staff who provided their care. A person said, “The staff are very good, they know what they are doing and they know what they need to do to help me. Also, they will do everything within the time allowed and I only have to ask and they will help me.”
People confirmed their care needs were identified in detail assessments and reviews. One person told us, “The [registered] manager came to seem me with a person who deals with quality assurance and they talked me through everything. [The registered manager] had a very detailed conversation with me.
People told us members of staff used an app on their phones to record care notes and information. One person told us, “They do everything on their phones.” A family member said, “One big improvement would be if I could see what is happening on the app. [The provider] needs to share the app.” We shared this feedback with the registered manager.
People knew the registered manager and valued their support. One family told us, “[Name] is the [registered] manager and they are really good and easy to talk to.” Another person said, “The [registered] manager is [name] and they come to see me sometimes. I can talk to them, they are very nice and I would ask [for help] them if I had a problem.” Another person told us, “[The registered manager] comes every few weeks to check on the house and make sure everyone is doing what they should. They are really nice.”
One person shared the impact the care and support provided by members of staff had on their life, “How I feel at the moment is that it was very difficult to ask for help in the past. The carers have extricated me from a state of chaos and they have rescued me. I was only surviving but now I feel like I am going to be able to live again.”