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Inspection carried out on 12 November 2019

During a routine inspection

About the service

Bourne Citizen Limited is a domiciliary care agency providing care and support for adults in their own homes. There were three people using the service at the time of inspection. 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 told us they were happy and felt safe with the service. Relatives said that staff had a good understanding of their loved one’s needs and preferences. People’s outcomes were known, and staff worked with people to help achieve these. People were supported and encouraged to maintain their independence and live their lives as fully as possible.

People and their families described the staff as caring, kind and friendly and the atmosphere in each person’s home was relaxed and engaging. People, relatives and staff spoke highly about the management.

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.

Staff had a good understanding of their roles and responsibilities and were supported to reflect on their practice and pursue learning opportunities. The staff team worked and got on well together demonstrating team work.

People had personalised care plans which were reviewed regularly. All those important to that person were involved. People were supported to enjoy social activities and to pursue their interests.

People and their relatives knew how to complain, the service had a procedure in place. There was trust and respect of the management of the service and all staff felt valued and appreciated.

Quality and safety checks helped ensure people were safe and protected from harm. Audits helped identify areas for improvement and this learning was shared with staff through handovers. This meant the service could continually improve.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (published 7 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 4 May 2017

During a routine inspection

This inspection was announced and took place on 4 May 2017. We told the provider two days before our visit that we would be coming to ensure that the people we needed to talk to would be available. This was the service’s first inspection since being registered with CQC.

Bourne-Citizen provides 24 hour care and support to seven people with learning disabilities who live in their own homes in Bournemouth. Bourne-Citizen also provides social support to people with learning disabilities in the community.

The registered manager was also the provider. 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.

Two people who we met and spoke with were happy and relaxed with staff. Relatives told us they were very satisfied and happy with the service their family members received and they did not raise any concerns with us.

People received care and support in a personalised way. Staff knew people well and understood their needs and the way they communicated. We found that people received the health, personal and social care support they needed.

People’s medicines were managed safely and people received their medicines as prescribed.

One person told us they felt safe and the other person was relaxed with staff which may have indicated they were comfortable with staff. Staff knew how to recognise any signs of abuse and how they could report any allegations.

Any risks to people’s safety were assessed and managed to minimise risks. We saw people were supported to take part and try new activities and experiences in their homes and in the community.

Staff were caring and treated people with dignity and respect. People and staff had good relationships. People had access to the local community and had individual activities provided. People’s important relationships with their relatives were supported and maintained.

Staff received an induction, core training and some specialist training so they had the skills and knowledge to meet people’s needs. Staff felt they were well supported by the management team.

People knew how to raise concerns or complaints. People and relatives were regularly consulted.

The culture within the service was personalised and open. There was a clear management structure and staff and people felt comfortable talking to the managers about any issues and were sure that any concerns would be addressed. There were systems in place to monitor the safety and quality of the service provided.