Background to this inspection
Updated
27 October 2022
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 Health and Social Care Act 2008.
Inspection team
The inspection was carried out by two inspectors and two Expert by Experience contacted people and their relatives for feedback. 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
Bio Luminuex Health Care Ltd is a domiciliary care agency. It provides personal care to people living in their own houses, flats and specialist housing.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there were three registered managers in post.
We gave the service 24 hours’ notice of the inspection. This was to ensure there would be someone to help facilitate the inspection.
Inspection activity started on 14 September 2022 and ended on 30 September 2022. We visited the location’s office on 14 September 2022.
What we did before the inspection
Prior to the inspection we reviewed the information we held about the service, including statutory notifications received. We sought feedback from the local authority. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with two registered managers at this branch, the nominated individual, deputy compliance manager, two coordinators, 11 care staff, 23 people using the service and 16 relatives.
The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We viewed 10 care files and associated risk assessments, six staff recruitment and training documentation. We also reviewed records relating to the management of the service and quality assurance.
Updated
27 October 2022
About the service
Bio Luminuex Health Care Limited is a domiciliary care agency providing personal care support to people living in their own homes. The service provides support to a wide section of the community, people living with dementia, older people, people with physical disability, learning disability or autism spectrum disorder, younger children, mental health and sensory impairment. At the time of our inspection there were 136 people receiving a personal care service.
Not everyone who used the service received personal care. 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 told us they felt safe with staff and staff arrived to provide care on time.
Relatives were positive about care staff and trusted their family members were kept safe while care was being delivered.
People were protected from the risks of abuse and staff were aware of the process to follow where they suspected people may be at risk of abuse. Staff knew how to whistle blow where they thought concerns for people’s safety and wellbeing were not being taken seriously.
People received care from staff who had been recruited to the service following safe recruitment practices. People were pleased they received care from staff on time and people we spoke to had not experienced any missed calls.
Medicines were managed safely at the service, procedures were in place to support staff administer medicines safely, staff received appropriate training and support with medicines. Staff were aware of the process to follow if a medicine error was to occur.
People were pleased staff followed good infection control practices and the staff were provided with enough personal protective equipment. Infection control was regularly discussed during staff meetings.
People’s needs were assessed in detail and this was done in collaboration with the person and their relatives if they wished. People’s preferences were respected in order to provide a care package focused on the person. People confirmed consent to care was asked at the outset of the care package and at every stage of care being provided. People felt in control of their care.
Staff received training to support them in their job role and received supervision and an appraisal to discuss aspects of their work.
People’s privacy and dignity was respected, people appreciated having staff who were not only respectful, but were patient and kind towards them in their home.
People’s communication needs were documented, and the service was able to provide information to ensure people were fully involved in communicating their care needs.
People and their relatives complimented the service and knew how to make a complaint about the service if needed. People and their relatives wanted the provider to respond to complaints in line with their policy. The provider acknowledged where this had not happened and worked with relatives to resolve complaints.
People knew who the registered manager was and how to contact them. Staff liked the atmosphere at work and felt they could speak to the management team if required.
The provider audited the service and looked for ways to continuously improve the service. They worked well with external organisations to strive for ways to support people at all times.
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 supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection: The last rating for this service was good (published 11 December 2018).
Why we inspected
This inspection was prompted by a review of the information we held about this service. The inspection was also prompted in part due to concerns received about staffing. A decision was made for us to inspect and examine those risks .
We found no evidence during this inspection that people were at risk of harm from this concern.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect. If we receive any concerning information we may inspect sooner.