All inspections: BSL Healthcare Limited t/a Caremark (Leicester)

This inspection was a follow-up to an inspection we carried out in December 2013. At that inspection we found that the provider had met the standards relating to the safeguarding of people who used the service, safe and effective recruitment of staff and monitoring of the service. We found however that the provider had not involved people in decisions about their care as much as they should have done; and that the planning and delivery of care had not ensured that all people had received visits from care workers.

At our follow-up inspection we did not speak with people who used the service. That was because the improvements we had required the provider to make were improvements to administrative and organisational arrangements.

We found that the provider had made improvements that had resulted in people having greater involvement in decisions about their care. That was because the provider had reinstated regular reviews of care plans and other forms of contact with people who used the service.

All of the people we spoke with were satisfied with the quality of care and support they had experienced. People told us that care workers mostly arrived at the times they expected and stayed for the required duration of the call. People told us that they had the same care workers most of the time. All of the people told us that seeing the same care workers was one of the most important things to them.

One person told us, "I get the same carers Monday to Friday. Everything about the carers is good. They complete all of the routines they should." Another person told us, "I get the same people most of the time. They do all of the things I want them to. They are very kind and caring." Relatives told us that it was important to them that care workers understood peoples needs. A relative told us, "The carers understand dementia. They are very patient and are able to provide the support we require."

Some people required two care workers to support them. A relative told us, "The carers are excellent. However sometimes only one carer arrives and I've had to act as a second carer which I have not been comfortable with."

The provider had effective arrangements for protecting people from the risk of abuse.

The provider had effective recruitment procedures.

The provider had a policy for monitoring the quality of service but some checks had not been carried out as frequently as required.That had adversely affected some people who use the service.

We spoke to one person who used the service and looked at the feedback people had recently provided about the service. The person we spoke with told us that the service had improved throughout the eight months they had used the service. They told us that the service had delivered on aspects of care that were very important to them. Those aspects included being supported by regular care workers, punctuality, care workers doing what was expected of them and knowing in advance which care workers would be calling at their home. That person told us, "I get a rota so that I know who is coming. The care workers were introduced to me before they began to support me. The care workers carry identification, wear uniforms and wear gloves and aprons when they support me with personal care. The care workers come at the times I've specified. That is very important to me. They have helped me be as independent as possible. The service listens to what I say. I wouldn't stay if I was unhappy."

Comments people had made in feedback surveys included, "All is well. The care workers are very nice", "everything is working well."

We found from listening to what people told us and what they had told the provider and from looking at care plans and training records that the provider had planned and delivered care that people wanted. The provider had robust quality assurance processes that effectively monitored the delivery of care that was stipulated in their care plans.

People who used the service told us that they were happy with the care and that;

'The carers are lovely they give me the help I need'.

'Someone comes out every so often to check my needs haven't changed and that I have all the help I need'.

'Things have improved over the last few months and they seem to be better organised in the office'.

'If someone new comes someone from the office always comes with them to introduce them first and check they know what to do'.

'They can't do enough I always feel safe when they are here'.

Archived: BSL Healthcare Limited t/a Caremark (Leicester)

All Inspections

13 March 2014

During an inspection looking at part of the service

5 December 2013

During a routine inspection

28 January 2013

During a routine inspection

1 August 2011

During an inspection in response to concerns