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Archived: Blackburn with Darwen Borough Council Domiciliary Care Good

This service was previously registered at a different address - see old profile

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Inspection report

Date of Inspection: 27 August 2014
Date of Publication: 13 September 2014
Inspection Report published 13 September 2014 PDF | 80.35 KB

Overview

Inspection carried out on 27 August 2014

During a routine inspection

We spoke with three people who used the service, two staff members, a relative, and two managers during this inspection. We also looked at the quality assurance systems and records. This helped answer our five questions; is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led? Below is a summary of what we found.

Was the service safe?

Systems were in place to make sure that managers and staff learn from events such as accidents and incidents, complaints, concerns, safeguarding, whistleblowing and investigations. The manager audited any incidents and used the information to improve the service.

We spoke with three people who used the service who told us, "I feel very safe using the service", "The staff are trustworthy and you get to know them well. They leave my property secure" and "I feel safe with the staff and think they are trustworthy. Safer than the hospital where I had money stolen".

The service had proper policies and procedures in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards. Relevant staff had been trained to understand when an application should be made and how to submit one.

Was the service effective?

People's health and care needs were assessed with them if possible, and they were involved in writing their plans of care. We looked at three plans of care and found them to be individual to people's needs and kept up to date. Three people who used the service told us, "They have helped me a lot. The care has been good", "The care staff always ask me what I want and what help I need" and "The service is smashing. They are reliable and turn up when they are supposed to".

Specialist dietary, mobility, skin care and community support needs had been identified in care plans where required. Specialist equipment was provided such as pressure relieving devices or mobility aids. People had access to healthcare professionals and specialists for treatment and advice.

The manager and other key staff audited the effectiveness of the systems they used. This included medication, the environment, infection control and plans of care. The information was used to improve the service.

There were effective systems for infection control and staff were provided with the equipment necessary to protect their health and the health and welfare of people who used the service.

Staff were trained in key topics such as health and safety, infection control, fire awareness, food hygiene, medication administration, first aid, mental capacity, deprivation of liberties and moving and handling. There were other training opportunities in dementia care. Staff were encouraged to take a nationally recognised qualification in health and social care. A staff member said, "We get enough training to do the job. We have regular supervision, appraisal and spot checks. The managers are good and very supportive. If we have a problem they will support us and I feel confident that I can get hold of managers if I need them. I like working for this organisation".

Was the service caring?

People were supported by kind and attentive staff. A relative said, "It is a good system and fantastic service. They explained what they provided and helped us overcome our problems. I am very happy with the service". Three people who used the service said, "They treat me very privately and all the staff I have met have been really nice", "The girls are all brilliant. I have no complaints" and "The staff are lovely".

Was the service responsive?

The regular reviews of people's care ensured their goals were being met or further support was provided. One person who used the service told us, "I asked to be put to bed earlier than I first agreed to. They improved the care for me. They check up on me and listened to what I wanted".

The registered manager held regular meetings with people who used the service and staff. Staff were able to voice their opinions at meetings and supervision sessions.

Was the service well-led?

The service worked well with other agencies and services to make sure people received their care in a joined up way. There was a system for providing information to other providers in an emergency.

Records we looked at were up to date and policies and procedures had been reviewed by the manager. The records were stored securely and readily available for inspection.

The service had good quality assurance systems. The registered manager undertook regular audits of the service. Records seen by us showed that identified shortfalls were addressed promptly and as a result the quality of the service was continually improving. We looked at the positive results of the questionnaires and some of the comments included, "All aspects of the service are very good", "Well satisfied with the service I received and all the girls made me feel at ease", "I can�t think of any improvements to the service which helped me get back my independence", "An excellent service, the women who helped me bathe were so discreet and dignified" and "I was happy with the service from day one. I was happy with everything. It is a wonderful service".