BI Flexi Support Ltd, a small domiciliary care agency in Leicester supporting 2 people at the time of inspection, retained its overall Good rating across all five key questions. Minor issues were identified around call timeliness, induction training volume, care plan personalisation and an inaccurate complaints policy, all of which the registered manager addressed promptly during the inspection.
Concerns (4)
moderate
Missed or late visits
: “Timely calls were not always in place to provide people with the personal care they needed. This issue was followed up by the registered manager.”
minorStaff training: “Records showed new staff had been trained in up to 9 care issues on the same induction day. It would have been difficult for staff to have retained this information.”
minorCare planning: “On 1 care plan did not fully include important information such as past employment and hobbies. The registered manager took action to add more personalised information.”
minorComplaints handling: “The procedure implied the Care Quality Commission investigate complaints. This is not the case as CQC cannot, by law, investigate individual complaints.”
Strengths
· Safe recruitment practices in place with good character and criminal records checks completed before staff began working.
· Relatives reported staff were kind, caring and treated people with dignity and respect.
· Risk assessments in place covering personal care and environmental risks.
· Medicine safely administered with audit systems and trained staff.
· Staff understood safeguarding responsibilities and management were responsive to concerns.
Quality-Statement breakdown (22)
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: How the provider understands and acts on the duty of candourGood