Bellcare Domiciliary Care Services Ltd received a Good rating across all five key questions at its first inspection in April 2022, with 164 people supported at the time. Minor gaps in PRN medication protocols, trend analysis, training currency, end-of-life record-keeping and statutory notifications were identified but promptly addressed by management during the inspection.
Concerns (5)
minor
Medication management
: “Protocols were not always in place to support the safe and consistent use of 'as and when required medicines'. We discussed this with the registered manager, who introduced these records.”
minorIncident learning: “Trends and patterns were not always being looked at to consider wider learning and improvements.”
minorStaff training: “Some staff had not completed recent training in line with the provider's policies, we discussed this with the registered manager, who told us they would review this.”
minorRecord keeping: “Information was not consistently recorded about people's preferences and choices towards the end of their life.”
minorGovernance: “The provider did not always have a robust system in place to support them to identify when statutory notifications were needed.”
Strengths
· People received safe care from a consistent staff team knowledgeable about how to keep them safe, with positive risk-taking supported.
· Robust assessments and detailed, person-centred care plans drove effective care delivery.
· People and relatives consistently praised the caring, kind and respectful approach of staff.
· Strong complaints and concerns systems with evidence of sustained improvements.
· Provider demonstrated a clear person-centred vision and values embedded across the service.
Quality-Statement breakdown (24)
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: Supporting people to develop and maintain relationships to avoid social isolationGood
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: 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: Continuous learning and improving careGood