BeeCared4 Limited

Updated 21 December 2021

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 Care Act 2014.

Inspection team

The inspection was carried out by an inspector and two Expert by Experiences. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

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. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity was carried out between 8 November and 1 December 2021. We visited the office location on 8 November 2021.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with 16 people who used the service and 20 relatives about their experience of the care provided. We spoke with 14 members of staff including the provider, registered manager, field managers, team leaders, senior care workers and care workers.

We reviewed a range of records. This included nine people’s care records and multiple medication records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at end of life care planning and mental capacity assessments.

Updated 21 December 2021

About the service

BeeCared4 is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to younger and older adults with various needs including, people with physical disabilities, mental health conditions, and dementia. At the time of this inspection 162 people were using the service. Not everyone who used the service received personal care. The Care Quality Commission (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.

People’s experience of using this service and what we found

People were protected from the risks of abuse and harm and people said they trusted staff to keep them safe. People's care needs were risk assessed and care plans provided staff with the information they needed to manage the identified risk. People’s ongoing risk assessments were reviewed on a regular basis and when needs changed. Medication administration processes were streamlined and medicines were safely managed.

Recruitment checks were robust to ensure staff were suitable to work with vulnerable adults. Staff had the necessary safety checks in place before starting work and completed a full induction.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service did support this practice. The service relied upon the local authority completing mental capacity assessments and best interest decisions prior to people receiving support from the service.

Care plans were detailed and person-centred. Changes to people’s care plans were actioned and communicated immediately. Live links to mobile devices ensured staff, people and their relatives could access information and updates at any time. Complaints and concerns were addressed and responded to in line with the provider’s policy.

The timing of people’s care visits were not always consistent. The registered manager explained over the COVID-19 pandemic the service had struggled with retaining staff members, which has had an impact on regular call times and continuity of staff.

We received mixed feedback from people and their relatives in relation to the wider management of the service and the quality of care received. We informed the registered manager of the mixed feedback who assured us they would address the concerns. People and relatives provided us mixed feedback about staff members wearing PPE. We informed the registered manager of the mixed feedback, who assured us staff meetings had been arranged to discuss the concerns. Increased staff spot checks and re-training had also been implemented.

Staff had received training in equality and diversity. People were treated with dignity and respect. People's right to privacy and dignity was respected. People’s views and decisions about care were incorporated when their care packages were devised. People and their relatives told us they were involved in making decisions about their day to day care. The service encouraged people to live as independently as possible and their care planning reflected this.

Governance systems were in place to monitor the standard of care people received. Staff praised the registered manager and wider management team, they felt supported in their roles. The culture was open and inclusive. Staff said they enjoyed their roles and the culture between staff and people was positive. The registered manager worked effectively in partnership with other health and social care organisations and networks to build connections and achieve better outcomes for people using the service.

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

Rating at last inspection and update

The last rating for this service was requires improvement (published 21 October 2020) and there was a breach of regulations. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This was a planned inspection to follow up the action we told the provider to take at the last inspection. The service has not been rated overall before.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.