Bhandal Homecare was rated Requires Improvement overall, with shortfalls in safe recruitment practices and governance audits failing to detect gaps in application and ID documentation. Care delivery was praised as effective, caring and responsive, with strong partnership working and an approachable registered manager who acknowledged the need to strengthen paperwork and processes.
Concerns (5)
moderate
Governance
: “Audits and monitoring processes were completed... However, we found the recruitment process was not robust. There were gaps and missing information... These were not picked up during any auditing process.”
moderateRecord keeping: “We found gaps in completed application forms. We assessed this as a recording issue.”
moderateOther: “one staffs document was out of date five months before the staff member started work. The staff member had been working for 12 months and we were not assured this I.D. had been updated or reviewed.”
minorCare planning: “personal emergency evacuation plans were not in place to ensure people would get out of their home safely.”
minorLeadership: “Interview notes were completed, but there was no rational why the person was suitable to be employed.”
Strengths
· People felt safe with staff and reported trust and consistency in carers
· Risks were assessed and managed effectively with clear mitigation instructions for staff
· Clear infection prevention and control measures with appropriate PPE use
· Staff received annual medicines training, competency assessments and spot checks
· Strong partnership working with healthcare professionals (OT, tissue viability, dietitians, district nurses)
Quality-Statement breakdown (23)
safe: Staffing and recruitmentRequires improvement
safe: Assessing risk, safety monitoring and managementNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support; induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough with choice in a balanced dietNot rated
effective: Staff working with other agencies to provide consistent, effective and timely careNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to meet people's needs, preferences, interests and give them choice and controlNot rated
responsive: Meeting people's communication needsNot rated
responsive: Supporting people to develop and maintain relationships to avoid social isolationNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Continuous learning and improving careNot rated
well-led: Working in partnership with othersNot rated