Bexley Home Care

Updated 11 September 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection site visit took place on 18 and 19 July 2018 and was announced. The provider was given 48 hours’ notice because the service is a domiciliary care service and we needed to be sure that the provider would be in. We visited the office location to see the manager and office staff; and to review care records and policies and procedures.

The inspection was carried out by one inspector and one expert by experience. The expert by experience made phone calls to people on 11 July 2018 to seek their feedback about the service. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Prior to the inspection we reviewed the information we held about the service including complaints and notifications we had received. Notifications are information about important events the provider is required to tell us about by law. We also examined the information the provider sent to us in the Provider Information Return (PIR). This information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We used this information in the planning of the inspection.

During the inspection we spoke with the registered manager, the quality officer, one field care supervisor and five care workers. We reviewed six people’s care and medicine administration records (MARs). We looked at five staff files which included recruitment checks, training records and supervision notes. We also reviewed other records relating to the management and running of the service such as the provider’s quality assurance systems, complaints and compliments. The expert by experience spoke with eight people and one relative about the care they received.

Updated 11 September 2018

Care Watch Bexley is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older people. At the time of our inspection 51 people were using the service.

This inspection took place on 18 and 19 July 2018; and was announced. The last inspection of the service took place 20 July 2017 where we found a breach of regulation of the Health and Social Care Act. The provider had not ensured that staff received appropriate training to enable them carry out their duties effectively. The provider sent us an action plan on how they would improve. At this inspection, we found that the service had made the required improvement and complied with our regulations. We have rated the service Good.

The service had a registered manager at the time of the 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 2008 and associated Regulations about how the service is run.

Staff were trained, supported and supervised in their roles. Staff were trained to keep people safe from abuse. They knew the procedure to report any concerns appropriately. People were protected from avoidable harm as risks were assessed and management plans were in place which guided staff on how to reduce risks to people. Staff reported incidents and accidents. The registered manager reviewed them and took actions to address them and reduce reoccurrence.

There were sufficient numbers of experienced staff to support people safely. Staff were appropriately deployed to cover care visits. When staff were recruited they were vetted to ensure they were suitable to work with people. Staff provided people with the support they required to take their medicines safely. The risk of infection was minimised as staff were trained and knew the procedure to reduce infection from spreading.

People received the support they required to eat and drink. Staff supported people to maintain their health and access healthcare professionals as their needs required. Staff liaised with other professionals to ensure people’s needs are met.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff and the registered manager understood their roles and responsibilities under the Mental Capacity Act (MCA) 2005. Staff involved people in their care delivery and ensured people consented before they were delivered.

People received care from staff who were compassionate and caring. Staff supported people to make day to day decisions about their care. People were involved in planning and delivering their care. People were encouraged to maintain their independence. People’s privacy was respected and their dignity was promoted. Staff knew people well and had developed positive relationship with them. Staff were trained to deliver end of life care in line with people’s wishes.

People had their needs assessed before they started using the service. People’s care needs were reviewed and care plans were updated to reflect people’s current needs. People received the care and support they needed to meet their needs. People knew how to complain if they wished. The service sought the views of people about the care they received and acted on them.

People and staff told us the organisation was well managed. There was an open management style at the service. The provider undertook checks and audits to monitor service delivery and drive up improvements. The provider worked with other organisations to develop and improve the service.