Head Office

Updated 10 May 2022

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team:

The inspection team consisted of one inspector and an Expert by Experience (ExE) who made phone calls to people and their relatives. An ExE is a person who has personal experience of using or caring for someone who uses this type of care service. The ExE had experience working with older people.

Service and service type: Head Office (Bridges Healthcare & Nursing Limited) is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

We gave the service 48 hours’ notice of the inspection visit because the manager is often out of the office. We needed to be sure that they would be in.

Inspection site visit activity took place on 30 March 2022. We visited the office location to see the registered manager and office staff; and to review care and management records.

What we did:

Before inspection: We reviewed the information we held about the service including notifications we had received. We obtained feedback from two local authorities commissioning team members involved in the service. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.

During inspection: We looked at six care files, 10 people’s medication administration record sheets, four staff files, quality assurance reports and other records relating to the management of the service including incidents and accidents records. We spoke with two people using service, 13 relatives, the registered manager, three support workers and the training coordinator.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at records related to the management of the service.

Updated 10 May 2022

About the service

Head Office (Bridges Healthcare and Nursing Ltd) is registered to provide personal care to people in their own homes in the community. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection, 31 people were receiving personal care from the service.

People’s experience of using this service:

Risks to people were managed appropriately to maintain their safety. There were enough staff available to deliver safe support to people. People received their medicines safely. Staff had received training in safeguarding adults and knew actions to take to protect people from abuse. Lessons were learned from incidents and accidents. Staff followed infection control procedures to reduce risks of infection and Covid-19.

People’s needs were assessed following best practice guidance. People were supported to meet their nutritional and hydration needs. Staff supported people to access health and social care services to maintain good health. Staff liaised with other services to ensure people’s care and support were effectively planned and delivered. Staff were supported through regular training and supervisions to be effective in their roles.

Staff and the registered manager understood their roles and responsibilities under the Mental Capacity Act (MCA) 2005. 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 support this practice. People consented to their care before it was delivered.

People were involved and given choice about their day-to-day care and support. Staff treated people with dignity and respect. People received care that met their individual needs and preferences. People’s care plans were reviewed and updated regularly to reflect their current needs. Staff had received training in equality and diversity. Care plans indicated people’s religious, cultural beliefs and other protected characteristics.

There was a complaints procedure available. People and their relatives knew how to complain if they were unhappy with the service. The views of people were sought and used to improve the service. Quality checks and audits took place. Actions were taken to rectify areas of concerns identified. The provider worked in partnership with other organisations to develop the service. The registered manager met their statutory responsibilities to the CQC.

Rating at last inspection: The last rating for the service under the previous provider/location was good. [published on 18 October 2017].

Why we inspected: This service was registered with us under a new provider on 04/08/2020 and this is the first inspection since their new registration.

Follow up: We will continue to review information we receive about the service until we return to visit as part of our re-inspection programme. If any concerning information is received, we may inspect sooner.

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