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This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 6 July 2017

The Beeches Homecare Services is a domiciliary care agency providing personal care and support to people living in their own homes in Malmesbury, Chippenham, Cirencester and surrounding towns and villages. At time of our inspection 132 people used the service.

The inspection took place over two days on the 18 and 19 April 2017. The inspection was unannounced on the first day.

There was 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.

People who use the service and their relatives were positive about the care they received and praised the quality of the staff and management. Comments included “It’s called care at home and they [carers] do care about me. They don’t just care for me. They care about me.”, “I admire them [carers] greatly. They have a hard job but they are always cheerful. They are wonderful. I love them all.”, “There’s not one I don’t get on with. If there was I would say so. They are very good about asking me about how I want them to go about things. I’ve no complaints at all – I’d say that I’m a happy customer.”

People told us they felt safe when receiving care and were involved in developing and reviewing their care plans. Systems were in place to protect people from abuse and harm and staff knew how to use them. Most people said they looked forward to the care worker coming and told us they were confident staff knew what they were doing.

People said the care workers generally arrived on time, and they would receive a call to inform them if there were any problems. Speaking with relatives they told us they were very happy with the service provided and didn’t have any concerns about the safety of their family member.

Staff understood the needs of the people they were providing care for. Staff were appropriately trained and skilled. They received a thorough induction when they started working for the service and demonstrated a good understanding of their role and responsibilities. Staff had completed training to ensure the care and support provided to people was safe and effective to meet their

needs.

The service was responsive to people’s needs and wishes. People had regular contact with the office and branch manager to provide feedback about their care and there was an effective complaints procedure in place. People said they had no complaints about the service they received, however they knew who to contact if they did have a complaint. People felt there was always someone in the office they could talk to and they also had contact numbers out of office hours, in case of an emergency.

The provider regularly assessed and monitored the quality of the service provided. Feedback from people and their relatives was encouraged and was used to make improvements to the service.

Staff told us they felt supported by the management team. The managers were accessible and any concerns raised would be dealt with immediately.

Inspection areas

Safe

Good

Updated 6 July 2017

This service was safe.

People who use the service said they felt safe when receiving care.

There were sufficient staff to meet people’s needs safely. People felt safe because staff treated them well and let them know if they were going to be delayed.

Systems were in place to ensure people were protected from abuse. Risks people faced were assessed and action taken to manage the risks.

Effective

Good

Updated 6 July 2017

This service was effective.

Staff had suitable skills and received training to ensure they could meet the needs of the people they cared for.

People’s health needs were included in their care plans and staff supported people to stay healthy.

Staff understood whether people were able to consent to their care and were aware of action they needed to take where people did not have capacity to consent.

Caring

Good

Updated 6 July 2017

This service was caring.

People spoke positively about staff and the care they received.

Care was delivered in a way that took account of people’s individual needs and maximised their independence.

Staff maintained people’s dignity and upheld their rights. People were treated with respect and their privacy was protected.

Responsive

Good

Updated 6 July 2017

This service was responsive.

People were supported to make their views known about their care and support. People were involved in planning and reviewing their care.

Staff had a good understanding of how to put person-centred values into practice in their day to day work.

People told us they knew how to raise any concerns or complaints and were confident they would be taken seriously.

Well-led

Good

Updated 6 July 2017

This service was well led.

There was a strong leadership team who promoted the values of the service, which were focused on providing individual, quality care.

Systems were in place to review incidents and audit performance, to help identify any themes, trends or lessons to be learned. Action was taken when reviews identified the need for improvements.

Quality assurance systems involved people who used the service, their representatives and staff and were used to improve the quality of the service.