We carried out a review of the data available to us about Bradford Home Support on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Bradford Home Support, you can give feedback on this service.
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
The leadership of the service was excellent. Significant time and resources had been invested in implementing and improving digital systems to ensure people consistently received a high-quality responsive service which met their needs and preferences. People were extremely positive about the service and told us they would have no hesitation in recommending it.
The service had excellent quality assurance and monitoring systems to ensure people received safe care and treatment. These systems meant the management team were able to identify any shortfalls in the service and act quickly to rectify them.
The management team were passionate about the service and were continuously looking at ways to improve people’s experiences. They worked in partnership with other health and social care agencies and this collaborative work had benefited people across the whole Bradford district. Examples of this included reduced admissions to hospital and improved support for people receiving end of life care at home.
The management team had dedicated a lot of time and resources to staff training and development. Staff told us they were very proud to work for the service and felt extremely well supported in their roles. They said they would recommend it to family and friends who needed care and as a place to work.
People were supported by staff who were exceptionally kind and caring. Staff were dedicated to ensuring people experienced the best possible care and support. People’s equality and diversity needs, and preferences were respected.
The service placed a strong emphasis on enablement, supporting people to live fulfilling lives and be part of their local community. Staff actively encouraged and supported people to be as independent as possible. We found numerous examples of staff supporting people to improve their quality of life by supporting them to access local services.
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 safe. Staff knew how to recognise and report any concerns about people’s safety and welfare. Robust recruitment procedures helped to protect people against the risk of being supported by unsuitable staff.
Risks to people safety and welfare were identified and managed.
People’s needs were assessed. From the outset people were involved in planning how their support needs would be met and in setting goals to help them become as independent as possible. This meant people received person centred care.
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 16 March 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.
Bradford Home Support is registered to provide personal care and support to people at home. The service was also known as the Bradford Enablement Support Team (B.E.S.T). The service operates throughout the Bradford, Shipley and Keighley districts.
The service had a registered manager in place at the time of our inspection. 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 and associated Regulations about how the service is run. The registered manager was present throughout the inspection.
The service was flexible as the number of people that received personal care varied at any given point. This was due to referrals from GPs and other community healthcare professionals. The service also operated 24 hours a day every day and people, relatives, staff and healthcare professionals could telephone the office at any time to receive support.
The service worked in conjunction with a multidisciplinary team to ensure that rehabilitation was fully implemented into people's care packages. This joint working enabled people to regain their independence as quickly as possible.
We found the Bradford Home Support Team completed an initial assessment and care planning process which ensured people's care was detailed and specific to them. People had any personal or environmental risks assessed to keep people and staff safe.
Staff we spoke with were professional and caring and enjoyed working with people who used the service. There were sufficient staff to meet people's needs at all times and the service had a robust method of deployment of staff.
Staff received an induction, training, supervision and performance appraisal for their roles. The service had supported staff through national qualifications. Staff received regular supervision with their line managers and were able to set and achieve their own employment goals.
Recruitment and selection of new staff members was robust and ensured safety for people who used the service.
We found staff were kind and generous. People's comments mirrored our findings from the inspection. Staff told us they respected people's privacy and dignity and ensured that life in their homes was as close as possible to being independent. People had regular opportunities to provide feedback to the service and also have their say in how things operated.
Consent was gained from people before care was commenced and people's right to refuse care was respected.
People were able to share their compliments, concerns and complaints in an open and transparent manner. Where feedback was provided by people or relatives, management would undertake necessary investigations, make changes to their care package and report back to the person who complained.
People's and their relatives’ opinions of the care provided was consistently positive. People's medicines were administered, stored and documented appropriately.
The service had a goal of people gaining their independence in six weeks. Evidence from the inspection showed in the majority of cases people were enabled to stay in their own home.
All of the people, relatives and staff we spoke with as part of the inspection told us the service was well-led. They felt the registered manager took time to listen and would take action to make improvements when needed.
People felt management were approachable and had a visible presence in the operation of the service. We found the management conducted a range of checks to assess the standard of care. This included satisfaction surveys where people consistently rated the service as outstanding.
We found staff sought people's agreement and people were provided with the opportunity to make decisions about their care and treatment. People's care and treatment needs were assessed before a service was offered and people had experienced care and support which had met their needs. Bradford Home Support also had effective systems in place which identified, assessed and managed the risks to the health, safety and welfare of people who used the service and others.
People using the service and their relatives all said they were satisfied with the service they received. They made very positive comments saying they were 'Incredibly satisfied' and they were 'More than satisfied' and describing the service as 'Excellent'. They all told us the staff were respectful and described them as "Kind" and "Caring". One person described them as "Like friends".
We asked if the service was delivered on time and flexibly, all the people we talked with told us that the times allocated would be changed if they requested and although sometimes it could be late, they understood this was because the staff had to stay longer with another person. They all told us they "Did not mind".
Ten people told us they were aware of how to complain but did not have any complaints about the service.