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Archived: Butterfly Home Help Good


Inspection carried out on 8 December 2015

During a routine inspection

This inspection took place on 8 December 2015 when we visited the office of the provider. We spoke with people who used the service, their relatives and external health professionals on 9 and 10 December 2015.

This was an announced inspection. The provider was given 48 hours' notice. This was because the location provides a domiciliary care service. We wanted to make sure a registered manager would be available to support our inspection, or someone who could act on their behalf. The inspection was carried out by one inspector.

There was a registered manager in post at the time of our inspection. This 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 were kept safe and staff were knowledgeable about reporting any incident of harm. People were looked after by enough staff to support them with their individual needs. Some people's care needs meant that two staff were required to provide personal care, and this was provided as needed.

People were supported to take their medicines if needed, and staff had received training to support people safely. Where there had been errors or incidents, these were reported and acted upon, and appropriate action was taken.

Staff received an induction when they started in their roles. They were supervised on a regular basis, with planned supervision sessions and 'spot' checks by senior staff that were unannounced.

People were asked for consent before care was provided and this was documented. Staff told us they always assumed people were able to make decisions and choices about their care.

The service was responsive to people's individual needs and wishes. People were cared for by kind, respectful and attentive staff. They and their relatives were given opportunities to be involved in the development of individual care plans.

The registered manager and the management team assessed and monitored the quality of care. They encouraged feedback from people, which was used to make improvements.

People told us the service was well managed and they felt they could approach the management team if they had any concerns or complaints. There was a process in place so that people's concerns and complaints were listened to and acted upon.

Inspection carried out on 25 July 2013

During a routine inspection

We visited the offices of Butterfly Home Help and spent the day talking with management, administration and care staff. We found the organisation well run. Staff were able to tell us with confidence about treating people they supported with kindness, respect and dignity. People's care assessments were clear and staff knew what support people needed while maintaining people's right to be as independent as possible.

We spoke on the telephone with people and/or relatives of people who used the service provided by Butterfly Home Help. A relative said: "I've been very happy with the carers. The main carer is absolutely wonderful." Another person who was supported by the service said: "they are absolutely wonderful. They come on time and nothing is any trouble to them."

People and their relatives told us their needs or those of their family member had been well assessed and safely managed by the service. People said they were treated with privacy, dignity and respect. We were told by a lot of people we spoke with that, for them, the most important part of the care provided was having just a small number of different carers. They felt this provided consistency of care and staff got to know people well.

We found the organisation had effective recruitment practices to assure staff employed were able to work with people safely and effectively. Staff worked with other health and social care professionals when this was required to ensure care was coordinated. The organisation also used its knowledge, experience and systems in place to ensure it was able to keep to its appointed time to visit people. This involved having sufficient staff, scheduling staff visits carefully, and factoring in planned and unplanned staff absence.

Inspection carried out on 11 February 2013

During a routine inspection

We spoke with people who gave feedback about the service offered by Butterfly Home Help. One person said, "The carers are kind, really know their jobs, I could recommend them to anyone".

A person we visited in their own home indicated that carers offered support that was valued and appreciated, "they know what they are doing, I love them around me".

During the inspection visit we spoke to a relative on the telephone who said, "you can really trust these people". We were told of instances where valuable help was given towards the end of life and in emergencies by people who used the service and their relatives.

There was evidence of continuity of care, one person we spoke to said, " I usually have the same carer, although sometimes, someone different comes, but they are all nice and know what they are doing".

We were able to look at care plans and risk assessments that were comprehensive and matched people's assessed needs.

There were a number of systems and policies in place to ensure good safe practice and the monitoring of quality.

Inspection carried out on 30 September 2011

During a routine inspection

We spoke with people who used the service in their home who confirmed that the staff were very respectful towards them and that they felt consulted and involved in the care package provided to them. A copy of the care plan is readily accessible to people. They told us that they are free to review the plan and request a change at any time.

Relatives of people who use the service told us that communication with the Butterfly Home Help staff was very good. They told us that staff ask what needs to be done when they arrive. One relative told us “They are very respectful and always maintain my relative’s dignity. They are very good in an emergency. They do not mind what they do “.

We observed people’s interactions with their care workers and we observed how these people looked relaxed and comfortable in the presence of their care workers.

People we visited in their own homes told us that they were very happy with Butterfly Home Help carers. One person told us “I have no complaints. The staff are very professional. Anything I need I ask the staff in the office and they sort it out”. Another person told us that they were well looked after. “I am very happy with the care provided by Butterfly Home Help care workers “

Relatives of people who used the service told us that staff provided all aspects of personal care to their relative which was of a good standard. One relative said. “We are very happy with the care workers from Butterfly Home Help. “We have three care workers who provide care for my relative. They are well trained and reliable”.

One person we spoke with in their own home told us that there had recently been staff shortages. They told us that “The deputy manager and care coordinator were delivering care a few weeks ago because they were short of six staff due to sickness and holidays”. They also said that “The care workers are occasionally late but will call to let me know”. They confirmed that they usually have regular care workers who visited them at home, but if somebody was new they were accompanied by a regular care worker. The manager of the service confirmed there had been some problems with availability of staff at times. To remedy this and the exapnsion of the service,additional staff had recently been recruited.

Three people we visited in their own homes were very positive about the service they received and the quality of care provided. They told us that if they had any concerns they would speak to the deputy manager or the care coordinator in the office who worked hard to sort arrangements out for them.