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Care Resource Bureau Ltd Good

Reports


Inspection carried out on 26 November 2019

During a routine inspection

About the service

Care Resource Bureau is registered to provide personal care and support to people in their own homes. 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. At the time of the inspection the service supported 29 people across south Buckinghamshire.

People’s experience of using this service and what we found

People told us they received positive outcomes from the support provided to them. People told us care workers were kind, compassionate and provided them with a personalised service. Comments from people and their relatives included “They were exemplary”, “The carers from Care Resource Bureau have demonstrated professionalism, kindness and given top quality care while visiting my mother” and “They do a tremendous job and are always professional, caring and understanding.”

People were supported by enough staff. We have made a recommendation about recruitment record keeping. Staff told us they felt supported. However, we have made a recommendation about the provider following their own policy in regards to staff management and support.

People were supported with dignified end of life support. We received positive feedback about how people and their families had been supported. It was clear the registered manager and staff were committed to providing a high-quality service which was person centred. People were routinely treated with dignity and respect. People described care workers as “Respects my privacy” and “Discrete and professional.”

People were supported to maintain their health. The service worked well with external healthcare professionals to ensure people’s health needs were met.

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.

People told us the service was well-led. There was an experienced registered manager in post. Comments about the service included “In the lottery that is choosing home care, I don’t think we could have chosen better” and “I have no hesitation in recommending the services they provided.”

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

Rating at last inspection

The last rating for this service was good (published 8 June 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 8 May 2017

During a routine inspection

This inspection took place on 8 May 2017. It was an announced visit to the service.

This was the first inspection since the provider registered with the Care Quality Commission (CQC) to provide personal care to people. The service supported people who lived in their own homes in the Buckinghamshire around the High Wycombe area. The registered office is based in the village of Naphill. At the time of the inspection the service was supporting 20 people.

The service had 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 2008 and associated Regulations about how the service is run.

We received positive comments from people, their relatives and professionals. Comments included “My life has improved since I have had the support.” Another person told us “I love the carers they are so efficient.” A third person told us “I have an outstanding care service.” A relative told us “They [care workers] are a gift from God.”

The positive feedback from people was replicated from community professionals. One professional told us “Up to date risk assessments have been in place in my experience in working with the service. This was particularly evident when working with a client whose behaviour put him at risk. The manager provided me with regular feedback and worked with the client to find strategies to reduce these risks, keeping the risk assessment up to date along the way.” Another told us “Overall, I have seen some very positive outcomes from the work carers and the manager of the service have delivered to clients so far.”

People were protected from avoidable harm as risk assessments were completed and detailed how staff needed to work with people to minimise this risks identified. Staff received training on how to keep people free from abuse and were aware of what to do if a concern was raised about someone’s safety.

People were treated with privacy and dignity. People were encouraged to be as independent as possible. One community professional told us “The client I work with that has been supported by Care Resource Bureau has made tremendous improvements since being supported by them and is now able to go out into the community with their support where as he was previously unable to do.”

The service operated safe recruitment processes to ensure staff had the right skills and attributes. Post-employment staff received regular monitoring to ensure they were providing a high quality service.

The service had a very clear vision which was communicated by an enthusiastic registered manager. Staff told us they felt support by the registered manager and people told us they had confidence in them to deal with any of their concerns.

People’s needs were met by staff, care plans were personalised and provided comprehensive information to care workers to ensure they were able to provide safe, effective care to people. A community professional told us “I have found the service flexible and creative in managing the complex needs of some clients we have worked jointly with.” Another professional told us “[name of registered manager] will ensure that a service user’s needs are met and will use different approaches for different service users to enable them the opportunity to receive the care that they require.” However we found two records which did not provide enough detail about the level of care and treatment received by people as not record of what care had been delivered was made. We have made a recommendation about this in the report.