Archived: Better Healthcare Services

Updated 15 May 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 inspection took place between 19 and 30 April 2018 and was announced. We gave the service 48 hours’ notice of the inspection visit because it is small and we wanted to make sure the manager was in the office.

We visited the office location on 19 and 23 April 2018 to see the manager and office staff; and to review care records and policies and procedures. We spoke with people on 23 April 2018 and we spoke with staff on 30 April 2018.

This inspection was carried out by one inspector.

As part of the inspection, we reviewed the information available to us about the service, such as the notifications that they had sent us. A notification is information about important events which the provider is required to send us by law.

We spoke with four people using the service and two people’s relatives. We spoke with two members of care staff, the manager and the regional manager. We checked six people’s care records and medicines administration records (MARs). We checked records relating to how the service is run and monitored, such as audits, staff recruitment, training and health and safety records.

Updated 15 May 2018

This inspection of Better Healthcare Services took place between 19 and 30 April 2018. Our visit to the office was announced to make sure the manager was available.

At our previous inspection in August 2017, we found three breaches of regulation. We found that improvements were needed to assessing risks, staffing levels and governance of the service. The service was rated overall Requires Improvement. Following the inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions Safe and Well-led to at least good. The provider told us that they would review care records and auditing systems to improve the guidance to staff and reduce risks to people. They also said they would provide training to staff, including the registered manager, to ensure staff knew what they needed to change and why. During this inspection we found that improvements had been made and the service is now rated as Good.

Better Healthcare Services is a domiciliary care agency that provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. At the time of our visit 39 people were using the service.

Not everyone using Better Healthcare Services receives a regulated activity; 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.

There was a registered manager at this service A registered manager is a person who has registered with the Care Quality Commission 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.’

Staff knew how to respond to possible harm and how to reduce risks to people. Improvements were made to risk assessments, which meant staff had guidance to reduce risks to people. Lessons were learnt about accidents and incidents and these were shared with staff members to ensure changes were made to staff practise to reduce further occurrences. There were enough staff who had been recruited properly to make sure they were suitable to work with people. Medicines were administered safely. Staff used personal protective equipment to reduce the risk of cross infection to people.

People were cared for by staff who had received the appropriate training and had the skills and support to carry out their roles. Staff members understood and complied with the principles of the Mental Capacity Act 2005 (MCA). People were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People received support with meals, if this was needed.

Staff were caring, kind and treated people with respect. People were listened to and were involved in their care and what they did on a day to day basis. People’s right to privacy was maintained by the actions and care given by staff members.

There was enough information for staff to contact health care professionals if needed and staff followed the advice professionals gave them. People’s personal and health care needs were met and care records guided staff in how to do this.

A complaints system was in place and there was information available so people knew who to speak with if they had concerns. Staff were supported to care for people at the end of their lives if this became necessary.

Staff worked well together and felt supported by the management team, which promoted a culture for staff to provide person centred care. The provider’s monitoring process had improved and looked at systems relating to the care of people, identified issues and staff took the appropriate action to resolve these. People’s views were sought and changes made if this was needed.

Further information is in the detailed findings below