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Burton Home Care

Overall: Requires improvement

Unit 3, Kingfisher Court, Pinhoe Trading Estate, Venny Bridge, Exeter, Devon, EX4 8JN (01392) 340222

Provided and run by:
Mr Nigel Roy Burton

Latest inspection summary

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Background to this inspection

Updated 7 August 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by two inspectors.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.

The service had a manager registered with the Care Quality Commission who was also the provider. This means that they were legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave a short period of notice of the inspection because we needed to be sure that the provider/registered manager would be in the office to support the inspection.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with three people who used the service about their experience of the care provided. We spoke with three members of staff including the provider/registered manager, care supervisor and care staff.

We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at policies and quality assurance records. We spoke with two professionals who had previously worked with the service.

Overall inspection

Requires improvement

Updated 7 August 2021

About the service

Burton Home Care is a domiciliary care service, which provides support for adults in the community, who require assistance with personal care, including those living with dementia, physical disabilities, mental health needs and sensory impairments. At the time of our inspection there were 35 people who used the service.

People’s experience of using this service and what we found

The provider had not been aware of the requirement to submit statutory notifications, which meant legal requirements had not been met.

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, however further improvements were required which had not been identified by the provider. The provider acted immediately in response to feedback given and the improvements were made.

Recruitment checks were carried out for staff before they started working at the service to ensure they were safe to work with vulnerable people. However, improvements were needed.

People's needs were assessed before they started using the service and regularly reviewed. Risk assessments and care plans were comprehensive. They provided the guidance staff needed to understand and minimise risks and meet people’s needs. When people needed support with taking their medicines, this was provided safely.

People were protected from the risk of abuse and avoidable harm. Lessons learnt from accidents and incidents were used to prevent reoccurrences.

People were supported to live healthier lives, with staff supporting and contacting health care professionals when needed. Staff worked in partnership with other professionals to ensure people received the right support.

A detailed Covid 19 risk assessment was in place and reviewed monthly. Staff were tested weekly for Covid 19 and had received their vaccinations. All had completed relevant training and kept up to date with relevant guidance. They were provided with the recommended PPE, enabling them to support people safely.

Staff received a comprehensive induction, training and supervision to support them in their role, and were encouraged and supported in their professional development. They felt valued by the management team and their hard work was recognised and rewarded. People spoke highly of the knowledge and skills of staff and the quality of the support they received. Comments included, “This is the best company, I would recommend them” and, “All the girls are lovely, just lovely. They will do anything for you.”

The provider and management team led an open, transparent and person-centred service which helped people and staff feel valued and supported. They were committed to continuing to learn and improve, responding immediately to feedback given during the inspection and addressing any concerns raised.

Clear processes were in place to ensure effective monitoring and accountability. There was a quality assurance programme which was informed by feedback from people, relatives and staff.

We have made a recommendation about recruitment practices.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection (and update)

The last rating for this service was requires improvement (published 29 August 2019) and there were multiple breaches of regulations. At this inspection enough improvement had not been sustained and the provider was still in breach of regulations. The service remains rated requires improvement. This service has been rated requires improvement for the last three consecutive inspections.

Why we inspected

We carried out an announced comprehensive inspection of this service on 09 and 12 July 2019. Breaches of legal requirements were found. The provider completed an action plan after the last inspection to show what they would do and by when to improve the need for consent, and governance.

We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe, Effective and Well Led which contain those requirements. The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has not changed and remains requires improvement. This is based on the findings at this inspection.


We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified breaches in relation to the failure to submit statutory notifications and governance.

Please see the action we have told the provider to take at the end of this report.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Burton Home Care on our website at www.cqc.org.uk.

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.