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Browncross Healthcare Limited (Domiciliary Services)

Overall: Good read more about inspection ratings

120a Commercial Road, London, E1 1NL (020) 7680 1488

Provided and run by:
Browncross Healthcare Limited

Latest inspection summary

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Background to this inspection

Updated 1 June 2019

The inspection:

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.

Inspection team: This consisted of 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 service.

Service and service type: Browncross Healthcare Limited (Domiciliary Services) is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older people and younger disabled adults. At the time of the inspection the service was supporting 61 people in the London Boroughs of Bexley, Barking and Dagenham and Camden. Not everyone using Browncross Healthcare Limited (Domiciliary 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.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection: We gave the provider five days’ notice because we needed to ensure somebody would be available to assist us with the inspection. This was also due to the Easter bank holiday weekend.

Inspection activity started on 24 April and ended on 10 May 2019. We visited the office location on 24, 25 and 29 April 2019 to see the registered manager, office staff and to review care records and policies and procedures.

What we did:

Before the inspection we reviewed information we had received about the service since the last inspection. This included details about incidents the provider must notify us about, such as allegations of abuse. We reviewed their provider information return (PIR). Providers are required to send us key information about their service, what they do well and improvements they plan to make. This information helps support our inspections.

During the inspection we reviewed six people’s care records, five staff recruitment, training and supervision records, samples of staff rotas and call monitoring data, complaints and safeguarding investigations and audits and records related to the management of the service.

We called 26 people and spoke with nine people and three relatives. We also spoke with 12 staff members. This included the registered manager, the director, the quality assurance manager, the care manager, the general manager, a monitoring officer, a senior administrator and five care workers.

After the site visit, we contacted five health and social care professionals who worked with people using the service for their views and spoke with two of them.

Overall inspection

Good

Updated 1 June 2019

About the service: Browncross Healthcare Limited (Domiciliary Services) is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older people and younger disabled adults. At the time of the inspection they were supporting 61 people in the London Boroughs of Bexley, Barking and Dagenham and Camden. This included reablement care for a period of up to six weeks and urgent discharge to access care, where people received support immediately after being discharged from hospital.

People’s experience of using this service:

People and their relatives were positive about the caring nature of their regular care workers.

People told us staff were sensitive when providing personal care which helped them to feel comfortable and ensured their dignity was respected.

People and their relatives felt the service was personalised and the provider listened to them if they had any concerns. With reablement and urgent discharge care, the provider tried to be as flexible as possible to meet their needs.

People were given regular opportunities to give feedback about the service and felt the provider was approachable. Issues were discussed across the organisation as a learning opportunity and the provider had been proactive in addressing areas that needed improvement.

People were cared for by staff who felt valued and supported in their role. Care workers spoke positively about the support they received and how they were encouraged to improve the quality of care.

The provider worked closely with a range of health and social care professionals to ensure people received effective care and support. Staff had demonstrations from occupational therapists to help with safe moving and handling procedures.

Rating at last inspection: At the last inspection the service was rated Good. (Report published 5 May 2017).

Why we inspected: This was a planned comprehensive inspection based on the outcome of the previous inspection. We had been in regular contact with the provider to monitor the size of the service.

Follow up: We will continue to monitor information and intelligence we receive about the service until we return to visit as per our re-inspection guidelines. We may inspect sooner if any concerning information is received.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk