All inspections: The Bay Care Group - Care Quality Commission

The agency provided a personal care service to 95 people. The level of service varied between a few people with live-in staff to those with under five hours of support a week. We met (with their consent) or phoned 11 people across this range, with differing needs and living in different areas, to obtain their views of the service. Some had memory problems such as due to dementia and were unable to answer all our questions.

We spoke with five care staff and with office-based staff, including the registered manager and a business partner who was the operations manager.

Care was planned and delivered in a way that was intended to ensure people's safety and welfare. People we spoke with were satisfied with their care and felt safe with staff, who were supported to deliver care to an appropriate standard. Comments about staff included 'They concentrate on X (the service user) and what X needs', and 'Nothing is too much trouble for them.'

People were protected from the risk of abuse because the provider acted to prevent it. Comments and complaints were responded to appropriately.

Various records were maintained to protect people from inappropriate care. There were also systems for assessing and monitoring the service's quality and any risks to people such as in their home environment. However, the systems were not always effective enough to protect people who use the service, and others who may be at risk, against the risks of inappropriate or unsafe care.

We found that people's views and experiences were taken into account regarding their care, treatment and support. One person told us "with their help I can remain in my own home" with another person saying "they've helped me keep my independence".

We found that people's needs were assessed and individual care plans written to meet assessed needs. We saw the provider had a system in place to check that care plans were followed.

Staff were trained in safeguarding and they were able to tell us what action they would take if abuse was suspected, witnessed or alleged. We found the provider had responded appropriately by raising concerns to the correct people on two occasions in the last six months.

The provider ensured there were enough qualified, skilled and experienced staff. One staff member told us "they made sure I got to know the person I was caring for by getting me to shadow other staff". A staff member also told us the provider was "very efficient, very supportive". People supported told us they were "very happy with the staff" and that they "wouldn't be without them".

The provider asked people, their representatives and staff for their views and made changes as a result of comments made. One person told us "the coordinator checks on the workers". People told us they were encouraged to tell the provider if they wanted any changes made. We were told by staff that they are encouraged to raise any concerns they have with the provider.

We contacted eight people receiving a service from The Bay Care Group. We contacted them initially by telephone and offered them the opportunity to talk to us in person or over the phone about their experiences of using the service. They told us their needs ranged from someone who had staff visit each day just to 'check they were alright', through to people who needed full care, including help with showering and dressing throughout the week.

People told us they found the staff to be very good; 'pleasant, helpful and respectful' were typical comments. One person told us the staff they saw were 'kindness itself' and that they would 'do anything for me I ask'. Another said that they were 'very, very kind; I couldn't do without them now'. We were told that staff often did little extra things for people, such as reading letters to someone whose eyesight was poor and in one case recently helping one person get access to their Christmas decorations, which had been greatly appreciated. They told us that they had good relationships with the staff who supported them, and were happy to tell them what they wanted or needed.

People we spoke to knew about or had seen their care plans and had copies of their weekly care schedules in their homes to refer to. We were told that staff usually arrived on time and people being cared for had no concerns about their reliability or staff's skills. One lady told us she had male carers to help her shower, but she didn't mind at all as they were so good.

One person told us they had recommended the agency to a friend who was unhappy with their own provision. Everyone knew what they needed to do to make changes to their care schedule, and one person told us that they knew spot checks were made on staff to ensure they were doing their job properly. People also knew how to make a complaint.

Archived: The Bay Care Group

All Inspections

5, 6 March 2014

During a routine inspection

19 March 2013

During a routine inspection

21 November 2011

During a routine inspection