Time2Care (BSE) Ltd

Updated 18 August 2017

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.

We started the inspection at the providers office on 13 June 2017 and then spoke to people who used the service by telephone. The provider was given 24 hours' notice because the location provides a domiciliary care service, and we wanted to make sure staff were available to speak with us.

The inspection was carried out by one inspector and two experts by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Before we carried out this inspection, we also reviewed the information we held about this service including notifications. A notification is information about events that registered persons are required, by law, to tell us about. We also made contact with the local authority quality assurance team to ask their views on the quality of the service.

During the inspection we spoke with 17 people who used the service on the telephone and seven relatives. We had contact with seven staff members and spoke on the day of our visit with the deputy care manager, care manager and one of the directors of the company.

We looked at care plans relating to six people who used the service, six staff files and other information relating to the monitoring of the service.

Updated 18 August 2017

This was an announced inspection that took place on 13, 14, 15 and , 16 June 2017. Time2Care (BSE) Ltd provides domiciliary care services to people in their own homes. At the time of the inspection, the service provided care and support to 118 people.

There was a registered manager working at the 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 and associated Regulations about how the service is run. The registered manager was on leave during our visit. We met with one of the directors of the company and the care manager.

People received a very responsive and person centred service. People’s care and support was planned in partnership with them and was flexible to change as required.

There was a strong ethos within the provider company of responding to people as individuals and with respect. Information was available to people about how to raise any concerns they may have and where concerns were raised these were encouraged and dealt with speedily.

There were systems in place to minimise risks to people and to help keep them safe from harm. People felt safe. Appropriate plans were in place to guide staff in how to minimise risks to keep people safe. Staff knew what action to take to ensure people were protected if they suspected they were at risk of harm. There was a consistent staff team and there were recruitment practices in place, which meant staff had been recruited safely.

Medicines were managed in a safe way and support was offered to people to manage their medicines when needed.

People received care in a manner which was in accordance with the principles of the Mental Capacity Act. People were given the information needed to make informed choices, and their choices were respected.

When needed, people were offered support to eat and drink in accordance with their preferences. Staff supported people to make and attend health appointments where requested.

Staff received training which was relevant to the needs of the people they were supporting. Staff were supported through supervision and the managers’ ‘open door’ policy. People who used the service and the staff thought highly of the care staff and the provider.

Staff were knowledgeable about people and their preferences and routines and provided person centred care.

People’s privacy and dignity was respected by staff. Staff were enthusiastic about working with the people who used the service and developed positive relationships with them.

There was a quality assurance system in place to ensure the service was routinely audited and checked. The registered manager and directors used these checks to assess and review the quality of service people experienced. There was information available if people or their relatives wanted to complain.