Background to this inspection
Updated
19 December 2018
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
This comprehensive inspection started on 8 November and ended on 13 November 2018 and it was announced. The provider was given 24 hours’ notice, because we needed to ensure someone was available to facilitate the inspection.
One inspector undertook the inspection. On the first day of the inspection we visited the office location of the provider to review the documentation associated with the running of the service. On days two, three and four we visited one person who used the service, contacted people and their families and staff.
Due to technical problems, the provider was not able to complete a Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We sought feedback from commissioners who placed people and monitored the service. We also reviewed other information that we held about the service such as notifications, which are events, which happened in the service that the provider is required to tell us about, and information that had been sent to us by other agencies.
During the inspection we visited one person in their own home and spoke to two care staff, a team leader, the registered manager and the provider. We also contacted a professional health care worker who was willing to give us feedback about the service.
We reviewed the care records of three people to see whether they reflected the care delivered and three staff recruitment files. We also reviewed records in relation to the providers oversight and quality monitoring of the service such as, feedback from people using the service, Quality audits, announced home visits and staff spot checks, complaints, compliments and the providers policies and procedures.
Updated
19 December 2018
BTTLR Ltd – Connecting Hands Healthcare Services is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to children, young adults and older people.
Not everyone using the service receives the regulated activity; the Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of our inspection, six people were receiving personal care.
This inspection took place on the 8,9,12 and 13 November 2018. This was the first comprehensive inspection for the service since it registered with the CQC in May 2017.
The was a registered manager at the time of our inspection. A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People receive care from staff that are friendly, kind and caring; passionate about providing the care and support people need and want to enable them to live as independently as possible in their own homes. People feel cared for safely in their own home.
Staff have the skills and knowledge to provide the care and support people need and are supported by a provider who is visible and approachable, receptive to ideas and committed to providing a high standard of care.
People have care plans that are personalised to their individual needs and wishes. Records contain detailed information to assist care workers to provide care and support in an individualised manner that respect each person's individual requirements and promote treating people with dignity.
People's health and well-being is monitored by staff and they are supported to access health professionals in a timely manner when they need to. People are supported to have sufficient amounts to eat and drink to maintain a balanced diet.
Staff know their responsibilities as defined by the Mental Capacity Act 2005 (MCA 2005). The provider is aware of how to make referrals to the Court of Protection if people lack capacity to consent to aspects of their care and support and are being deprived of their liberty.
Staff understand their responsibilities to keep people safe from harm or abuse and know how to respond if they have any concerns. Care plans contain risk assessments which give instructions to staff as to how to mitigate risks; these enable and empower people to live as independent a life as possible safely.
Staffing levels ensure that people receive the support they required safely and at the times they need. The recruitment practice protects people from being cared for by staff that are unsuitable to work in their home.
The provider continually monitors the quality of the service provided. Staff and people are confident that issues will be addressed and that any concerns they have are listened to and acted upon.