Archived: Bee Friends Ltd

to answer five key questions; is the service safe, effective, caring, responsive and well led?

As part of this inspection we spoke with nine people who use the service, four relatives, the manager and her team and eight staff. We also reviewed records relating to the management of the agency which included care plans, risk assessments and other records. Below is a summary of what we found. The summary described what people using the service, their relatives and the staff told us and the records we looked at.

Is the service safe?

People received care and support in accordance with agreed care plans which were regularly reviewed. People or their representatives had been involved in planning their care.

A risk assessment was completed for each person supported by the agency. This included assessment of any risks associated with the home environment. We saw that the safety of staff was addressed as well as that of the person receiving support.

CQC monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to domiciliary care agencies who provide care for people living within supported living settings. The agency was not providing care to anyone in such a setting at this time so they were not required to address this legislation.

The people and relatives we spoke with told us the service was safe and that the staff were trained and competent.

Is the service effective?

We saw that people's needs were met effectively. Staff knew to report any changes in people's needs or wellbeing to management. They told us that any changes to people's care plans were communicated to them.

The people supported enjoyed positive relationships with the staff and said they were well looked after. One relative described Bee Friends as: 'an excellent agency.' Another said: 'I am very impressed with them.'

Is the service caring?

People told us that staff worked in a caring and respectful way with them. New staff were usually introduced to them and told about their preferences before providing their care.

The people and relatives we spoke with thought the service was caring. One told us the staff: 'interact well with them.' Another person said of the staff: 'They are really kind to me.' People were happy that care was usually provided by a consistent group of staff who they felt comfortable with.

People were happy that staff usually arrived on time and if they were running late or were dealing with an emergency, the agency rang them to tell them what was happening.

Is the service responsive?

We saw that people's care plans and other documents recorded people's needs and where these had changed. Care files showed that the agency responded promptly to any changes. Care was provided based on the needs and wishes identified in discussion with them or their representative. People felt they had been properly consulted and involved in the process of care planning.

People also felt that the agency had responded promptly to complaints and to any concerns about particular staff and they had usually been replaced. One person told us: 'One staff was no good, they changed her'. Another person said that a staff member had not been sent to them again after they had complained about them. In most cases where complaints had arisen, they had been resolved to the person's satisfaction and the agency had continued to support them.

Issues raised during the inspection were addressed immediately.

Is the service well-led?

We found that the agency provided consistent care to people and was well-managed. Now that additional managerial staff had been recruited managerial responsibilities were going to be divided further between the team.

Various audit and monitoring systems were used by the management team to maintain an effective overview of the agency's operation. A computerised call management system was in use and late or missed calls were monitored and addressed.

Action had been taken to address complaints effectively where these had been made. People we spoke with described the service as: 'Excellent', 'Wonderful' and: 'very good'.

We found that people were involved in care planning and making decisions about their care. People told us that they knew what was in their plans of care. They said they had, 'gone through what they wanted in great detail' and that their care plan included, 'all the ins and outs of what we want and need'.

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We found that care was given safely and according to people's individual needs. People said that staff, 'always treat me with respect and make sure I feel comfortable'.

We found that care staff knew how to protect people in their care. People told us that they felt comfortable with the care staff in their home. They said that care staff were 'totally trustworthy and honest'. They told us that they 'always felt safe' staff were delivering care.

The agency had quality assurance methods to make sure that they maintained and improved the quality of care they were providing. People told us that they were satisfied with the standard of care offered. People said, 'I have never had to make a complaint but would be confident to do so, if necessary'.