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Inspection carried out on 24 April 2019

During a routine inspection

About the service:

Age UK Bournemouth is based in Winton and is registered to provide a foot care service to people in their own homes. This includes simple toe nail cutting, information on foot hygiene and liaison service to the NHS chiropody service.

At the time of our inspection they were providing foot care to 900 people (over a six week period) in their own homes around the Bournemouth, Poole Christchurch, and East Dorset areas.

What life is like for people using this service:

• Met characteristics of Good in all areas;

• Everyone said they had a regular staff member who visited them every six to eight weeks. People described the staff as being “Reliable.” “Very good.” And “X [staff] does a perfect job, she is clean, uses medical wipes and a protective apron. It’s all done correctly”

• People were supported to access health services promptly. Staff knew people well including their communication needs and could identify when a person was feeling unwell, or in pain or upset.

• Recruitment practises continued to be followed.

• Staff knew how to recognise and report abuse and were confident any concerns raised would be responded to by their manager.

• Risk assessments were in place to ensure people’s safety.

• There continued to be a range of checks in place to ensure the safety of the service.

• more information is in the full report

Rating at last inspection: Good (The date the last report was published was 19 October 2016).

Why we inspected: This was a planned inspection based on the rating at the last inspection. The service remains Good.

Follow up: Going forward we will continue to monitor this service and plan to inspect in line with our inspection schedule for those services rated as Good. We will continue to monitor the intelligence we receive about the service. If any concerning information is received we may inspect sooner.

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

Inspection carried out on 6 September 2016

During a routine inspection

The inspection took place on 5 and 6 September 2016. We told the service two days before our visit that we would be coming to ensure the people we needed to talk to would be available. The service was last inspected in March 2014 and was found to be compliant in all areas inspected.

Age UK Bournemouth is based in Winton and is registered to provide a foot care service to people in their own homes. At the time of our inspection they were providing foot care to up to 700 people in their own homes around the Bournemouth and Poole area.

The service is required by law to have a registered manager, and 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.

Everyone we spoke with expressed positive views about the service they received from Age UK Bournemouth. people were provided with foot care by a consistent team of staff who knew them and understood their care needs well. people were kept informed of any changes to their timetable or if staff were running late.

Staff received training which was refreshed at regular intervals, to ensure they had the skills and knowledge they required to be able to provide safe foot care. The manager was implementing an on-going schedule of staff supervision and appraisals to ensure staff performance was monitored regularly. Staff were supported with support and guidance to carry out their role effectively.

Quality assurance systems were in place to monitor and where necessary improve the quality of service being delivered. The service had systems in place which promoted good practice in care delivery.

Inspection carried out on 25 February and 10, 11 March 2014

During a routine inspection

We inspected Age UK Bournemouth as part of our planned programme of inspections. The agency provides a toe nail cutting service only and does not provide any other form of care to people living in their own homes. At the time of our inspection the agency was providing a service to approximately 500 people. Each person receives a 30 minute visit every six to eight weeks. There were four care workers who undertook all of the visits and managed their own work load with the support of the registered manager.

We spoke with seven people who used the service, two family members of people who used the service, the registered manager and one care worker. Everyone we spoke with was very positive about the service they received and the care workers that provided the service. We received comments such as, "I'm very happy. They are always punctual and are very nice people", "They are absolutely superb", "XXXX (care worker) is one in a million. I'm so pleased to have reliable help".

Care and treatment was planned and delivered in a way that was intended to ensure people's welfare and safety. There were effective systems in place to reduce the risk and spread of infection.

There were effective recruitment and selection processes in place which meant that care workers had been properly checked before working with vulnerable people. There were effective systems in place to monitor the quality of service provided to people.

Inspection carried out on 2 January 2013

During a routine inspection

Age UK foot care service is a new service being offered to elderly people who live in their own home Age UK foot care is a chiropody service.

We spoke with one person who used the service and one care worker. We also met staff who were present during the visit to the office. One person who used the service, said "They are happy, its cheap and done regularly". They commented positively about the care worker who had visited them in their home. They told us they were assisted appropriately.

People's needs were assessed and any risks were identified and recorded so that care workers knew how to support people safely. There were systems in place to protect people from the risk of abuse and staff demonstrated that they knew the appropriate actions to take if they had any concerns about a person's.

There was a complaints procedure available so that people who used the service could raise their concerns about the service.