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Archived: Pulse - Bristol Good


Inspection carried out on 14 December 2016

During a routine inspection

This inspection was announced and took place on 14, 15 and 19 December 2016.

Pulse is registered to provide care and support for people in their own homes including nursing care. Most people receiving support from Pulse had complex needs or were older people. As a result many of them have limited communication skills so were unable to speak with us. Recently the service had been part of a pilot scheme for delivering end of life care in people’s own homes. Each person with complex needs had a small teams of staff assigned to them. At the time of our inspection there were eight people using the service plus the end of life care service which had fluctuating numbers.

The service had a registered manager. 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. At the time of inspection the registered manager was absent. The deputy manager was in charge with the support of a clinical lead supplied by the provider. There was a team of case managers supporting the deputy manager.

People were supported by staff who had received excellent levels of training and were supervised regularly. This included clinical supervisions for any medical procedures they undertook. The staff often went above and beyond their role. As a result staff had good knowledge about people’s complex care needs. The care plans provided additional guidance to ensure people’s care and medical needs were met. When people were unable to communicate verbally or read their care plans alternative methods were found. People’s care was very responsive to their changing needs. If people required special diets they received them.

People’s choices were always supported and respected by staff. They explained how kind and caring staff were and we observed positive interactions. People’s privacy and dignity was respected. People received excellent end of life care which was personalised and holistic. Staff provided support for the person and their relatives to ensure a dignified end in their own home. When people lacked capacity staff and the deputy manager had understanding about people who lacked capacity to make decisions for themselves. This meant their human rights were respected.

People were supported by sufficient numbers of staff to meet their needs. To ensure people’s needs were met small teams of regular staff were created. There were effective systems in place if staff were running late. People and relatives told us they would receive a phone call from the office so they knew someone was on their way.

People and relatives told us they felt safe. Medicines were managed safely. Any medical procedures were overseen by a qualified nurse who provided clinical guidance. When there were problems the case manager would liaise with other health professionals. This meant the management and staff had built strong links with other health and social care professionals to create positive support for people.

Staff knew how to recognise and report abuse. They had received training in safeguarding adults from abuse and knew the procedures to follow if they had concerns. Any concerns raised had been appropriately managed. There was a safe recruitment procedure in place and staff received checks before starting to work with people.

Quality assurance systems were in place by the management and provider to identify issues. When any concerns or patterns had been identified they had been resolved and lessons were learnt. There were systems in place to manage complaints and the provider demonstrated a good understanding of how to respond to them.

Inspection carried out on 25 September 2013

During a routine inspection

We spoke with three of the six people who used the service to find out their views of the agency and the service they provided.

People felt satisfied and pleased about the service they received from the care workers. People were able to take an active role in planning the care and treatment they received. The agency worked with people so that a package of support was put in place to meet their needs in the way they wanted it to be.

People were safeguarded from abuse because there were systems to minimise risks to protect them from harm. Every person we spoke with felt safe with the care workers who visited them in their home.

People were protected from the risks of unsuitable staff. There were recruitment procedures being followed that ensured suitable staff were employed.

People who used the service were supported by staff who were trained to understand their needs.

The provider had systems for monitoring the service so that it was safe and suitable for the needs of people who used the service. Where action was needed to improve the overall service this was put in place without delay.

Inspection carried out on 4 October 2012

During a routine inspection

As part of the inspection process we looked at records, spoke with the people who use the service and spoke with staff.

Pulse Bristol is a new service in the area, and provides personal care and support to people in their own homes. The service ranges from a few hours per week, to full 24 hours a day support.

People told us they were happy with the quality of care received. "The service is very good, I am quite happy�. People told us that they were treated with respect and that staff maintained their privacy.

People we spoke with confirmed that Pulse healthcare had carried out an assessment before the service started, and that they had a copy of their care and support plan in their home. People also told us they knew how to raise concerns, if they were not happy with the care being received and that they would be listened to.