Bilborough

Bilborough is a domiciliary care service providing personal care to people in their own homes. The service was supporting one person at the time of the inspection.

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

We found staff recruitment checks were not always carried out and there were no records of staff interviews. Some policies and procedures were not suitable for the service and not understood by staff. Risk assessments for tissue viability and health conditions were not clear, did not contain necessary information and were not signed and dated. Topical creams were not recorded consistently, so we could not be sure they had been applied as prescribed. We could not be sure daily records were always completed, three months’ worth of daily records could not be viewed because they were in storage. On the records available to us staff handwriting did not always match their previous entries. This meant we could not be sure who had recorded the information.

Needs assessments, care plans and reviews lacked information, some were generic, and most were not signed and dated. The service did not always promote an open culture where lessons were learnt, and improvements were made. Audits for cream application charts and daily records had not been completed. Service user agreements had not been signed and people had not received written information to make a complaint if they needed to. Staff had not received any formal training to understand their role and responsibilities. Staff were introduced to people and shadowed more experienced staff. They were observed by the registered manager to make sure they had the skills they needed.

However, people using the service at the time of the inspection told us they could speak with the registered manager if they had a problem. Feedback on the service had been requested. People told us they had contributed to their care plan and their needs were being met. People had a list of activities in their care plan and were supported to remain independent through exercise. People’s privacy and dignity was maintained, and people valued the support and the company staff provided for them. People had their dietary needs met. Health professionals were involved to support people’s ongoing health care needs. People were protected from the risk of cross infection. People using the service told us they were pleased with the service, they appreciated the managers level of involvement and felt cared for. People told us they have regular staff who stay the allocated time.

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 did support this practice.

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

Rating at last inspection

This service was registered with us on 28 March 2017 and this was the first inspection.

Why we inspected

This was a planned inspection, there was no 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.