BBA Care Ltd London, a small domiciliary care agency supporting one person at the time, was rated Good across all five key questions at this first comprehensive inspection. Minor issues around non-personalised visit record wording and accessibility of written information were identified but were promptly addressed by responsive management.
Concerns (3)
minor
Record keeping
: “We found some care visit records/logs of the care provided were not always written in a personalised and sensitive way. For example, staff had written that one person had received a "stripped wash" which has a negative implication.”
minorCommunication with families: “Information for people using the service was in English in written format. Management told us they would look in to providing information such as the complaints procedure in other formats including pictures/easy read, large print and in languages other than English.”
minorSafeguarding: “adding to the safeguarding adult's policy the name of the host local authority that incidents of abuse would need to be reported to.”
Strengths
· Personalised care and detailed risk assessments tailored to the individual's needs and home environment
· Safe recruitment processes including DBS checks and references; no missed calls reported
· Staff matched with people according to language, cultural, food and religious preferences
· Robust infection prevention and control with PPE provision and spot checks
· Care Certificate-based induction, regular training and supervision; staff felt well supported
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
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: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careGood
well-led: Engaging and involving people using the service, the public and staff; Working in partnership with othersGood