Date of Assessment: 14 to 20 January 2025. Beloved Homecare Ltd is a domiciliary care service providing care to people living in their own homes. At the time of the assessment, the provider was supporting 57 people with the regulated activity of personal care. This is help with tasks related to personal hygiene and eating. This is a specialist service which is registered for use by autistic people or people with a learning disability. However, at the time of the assessment, the service was not used by anyone with a learning disability or an autistic person. The provider told us they were not currently planning to offer support to people from this population group until staff had undertaken appropriate specialist training. The provider had a good learning culture and people could raise concerns easily. People were protected and kept safe. There were enough staff with the right skills, and experience. Managers made sure staff received training and had regular spot checks to maintain high-quality care. People were involved in the assessments of their needs. There were some improvements needed with medicines management, care plans and risk assessments, we raised this with the management team, and these were addressed immediately. Staff worked with other agencies involved in people’s care when moving services. Staff involved those important to people and took decisions in people’s best interests where they did not have capacity. People were treated with kindness and compassion. People knew how to give feedback and were confident the provider took it seriously and acted on it. Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable, and supportive, helping staff develop in their roles. The provider supported staff wellbeing and staff were positive about working for Beloved Homecare Ltd.
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Beloved Homecare Ltd received an overall Good rating on its first CQC inspection, with Safe rated Requires Improvement due to gaps in recruitment records and incomplete risk assessments. Strengths included compassionate person-centred care, effective safeguarding processes, safe medicines management, and an open, inclusive organisational culture.
Concerns (4)
moderateRecord keeping: “Records used to monitor and review some people's care had not been fully completed and kept up to date.”
moderateStaff training: “the provider had not recorded some of the staff interviews and did not have copies of references from staffs most recent employer.”
moderateCare planning: “Some risk assessments did not contain relevant information for some individuals and were not always person centred.”
moderateGovernance: “Quality assurance systems and processes were mostly effective. However, there was some gaps in recruitment records.”
Strengths
· People and relatives reported personalised and good quality care from kind and compassionate staff.
· Systems were in place to manage and monitor punctuality of staff care calls.
· Staff received safeguarding training and had a good understanding of how to keep people safe from abuse.
· Medicines were used safely with appropriate training and competency checks.
· Staff received comprehensive induction including shadowing experience days.
Quality-Statement breakdown (23)
safe: Staffing and recruitmentRequires improvement
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Learning lessons when things go wrongGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives and access healthcare servicesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and controlGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles and understanding quality performance, risks and regulatory requirementsGood
well-led: Continuous learning and improving care; engaging and involving people using the serviceGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood