Archived: Burton Home Care

Updated 22 June 2023

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 one inspector and an Expert by Experience. 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.

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 this service the provider was also the registered manager.

Notice of inspection

We gave notice of the inspection. This was because it is a small service and we needed to be sure that the provider/registered manager would be in the office to support the inspection.

Inspection activity started on 12 May 2023 and ended on 25 May 2023. We visited the location’s office on 22 May 2023.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 3 staff including office staff and the provider, who was also the nominated individual. We received additional written feedback from 5 care staff. We spoke with 7 people by telephone about their experience of the care provided.

We reviewed a range of records. This included people's care records and medication records. We looked at 4 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.

We had feedback from one external professional.

Updated 22 June 2023

About the service

Burton Home Care is a domiciliary care service, which provides support for adults in the community, who require assistance with personal care. This includes people living with dementia, physical disabilities, mental health needs and sensory impairments. At the time of our inspection there were 21 people who used the service.

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

The management team had addressed the concerns identified at the last inspection and were continuing to drive service improvement. One person said, “This business just “flows” like a river. It goes with the flow and makes excellence seem effortless. We know there is a lot of hard work behind the scenes.”

There was a robust and effective quality assurance programme in place. People, relatives and staff were consulted and asked for their views, with information provided in accessible formats to support communication. This enabled the provider and registered manager to identify issues and take prompt action to address them.

The provider understood their responsibilities in line with the Duty of Candour. Notifications had been made to CQC where required.

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.

People told us there were no missed visits and staff stayed for their allocated time. One person told us, “There are no late calls, no missed calls and the rota is a great help. They always ask how I am which makes me feel included -I like the fact they do ask.”

Risks to people's health and well-being were assessed and reviewed appropriately. There was clear guidance in place for staff to follow. People told us care staff had a good understanding of their needs and always followed their care plan. They told us they felt very safe with the carers who supported them.

Staff worked closely with a range of external health and social care professionals to meet people's needs and keep them safe. An external professional described the service as responsive, open and honest. They told us staff were thorough and went ‘above and beyond’ in their support of vulnerable people.

Safeguarding processes were in place to help protect people from abuse. New staff were thoroughly vetted to ensure they were safe to work with vulnerable people.

Measures were in place to prevent the spread of infection. Medicines were safely managed. Incidents and accidents were appropriately recorded and analysed for patterns and trends.

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 10 August 2021) and there were breaches of regulation related to governance and the submission of statutory notifications. 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

We carried out an announced focussed inspection of this service on 8 June 2021. Breaches of legal requirements were found. The provider completed an action plan after the last inspection to show what they would do and by when to improve ‘Good governance’ and ‘Notifications of other incidents.’

We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe and Well-led which contain those requirements. For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Burton Home Care on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.