Date of assessment 22 March to 29 May 2024. Blue Arrow Care is a domiciliary care agency providing personal care. The service provides support to people living in their own homes in the community. At the time of our inspection the service was providing personal care to 36 people. We undertook this assessment because we received safeguarding concerns and a complaint about under- staffing. People felt safe using the service and the provider had clear safeguarding procedures in place, which were followed. The provider experienced issues in ensuring there were sufficient staff to meet people’s needs. They were dealing with high staff sickness and an electronic call monitoring system that was not always effective. However, the registered manager was taking appropriate action to manage these issues. The provider ensured there were enough appropriately supported, qualified, skilled and experienced staff in place to support people. People told us staff usually arrived on time and they were usually seen by the same care worker, except in the event of sickness. Staff received regular training and supervisions to support them in their work. There were safe recruitment practices in place.
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Blue Arrow Care Limited is rated Good overall with an Outstanding rating for Responsive, driven by an exceptional companionship programme, personalised care planning, and proactive social isolation prevention including a dedicated social events manager and accessible transport. The sole area of concern was variable staff punctuality acknowledged by management, who committed to improved monitoring through a new coordination role and enhanced electronic call monitoring.
Concerns (2)
moderateMissed or late visits: “Approximately a third told us staff were never late, another third sometimes late, and the rest always late.”
minorGovernance: “Several members of staff also told us the way the managers coordinated their call visits could be significantly improved.”
Strengths
· Outstanding responsiveness including a dedicated companionship and social events manager coordinating activities to prevent social isolation.
· Provider operates a free-to-use disability-accessible vehicle enabling people with mobility needs to access the community.
· People received continuity of care from a small group of dedicated staff familiar with their needs, preferences and daily routines.
· Medicines systems were well-organised with no recording errors or omissions found on electronic medicines records.
· Strong staff training programme mapped to the Care Certificate with regular refresher training and competency assessments.
Quality-Statement breakdown (23)
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
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, access healthcare services and supportGood
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: Respecting and promoting people's privacy, dignity and independenceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
responsive: Supporting people to develop and maintain relationships to avoid social isolation; support to follow interests and activitiesOutstanding
responsive: Meeting people's communication needsOutstanding
responsive: End of life care and supportOutstanding
responsive: Planning personalised care to meet people's needs, preferences, interests and give them choice and controlOutstanding
responsive: Improving care quality in response to complaints or concernsGood
well-led: Planning and promoting person-centred, high-quality care and support; duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Managers and staff being clear about their roles; continuous learning and improving careGood