Barnet Carers Centre

Barnet Carers Centre is a charity providing services for carers, the community and a home support service to people in their own homes. At the time of our inspection 50 people were receiving a personal care service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People’s experience of using this service

People told us people they were extremely happy with the care and support they received because they felt safe and all their needs were met by kind and caring staff.

People had access to healthcare services and were involved in decisions about their care. Partnerships with other agencies and health professionals enabled effective outcomes for people. Staff supported people to take medicines safely.

Risks to people were assessed and regularly reviewed. Staff understood the actions needed to minimise the risk of avoidable harm including the prevention of avoidable infection. Staff had completed safeguarding training and understood their role in identifying and reporting any concerns of potential abuse or poor

practice.

People and staff praised the managers of the service and agreed that they were approachable, knowledgeable, fair and did their job well. The staff team worked well together and supported the manager.

The staff team was committed to providing a high-quality service. They had undertaken training so that they were skilled and knowledgeable to effectively meet people’s needs. Staff understood their responsibilities to report any concerns.

Staff encouraged people to be as independent as possible and respected people’s privacy and dignity. Staff knew people well.

People were given choices about the way in which they were cared for. Staff listened to them and knew their needs well. Care plans contained information about each person’s individual support needs and preferences in relation to their care and we found evidence of good outcomes for people. When people did not have the capacity to make their own decisions, staff maximised their involvement and made decisions in their best interests, in accordance with legislation.

Recruitment practices were safe and relevant checks had been completed before staff worked at the service.

People told us that staff were able to meet their needs and were respectful of their individual preferences. Relatives told us staff who supported their loved ones were regular staff and were very kind, respectful and caring.

People confirmed the service did not miss any care calls and that staff were usually on time.

People received care and support from a small group of staff, which provided consistency.

The managers of the service actively sought the views of people and their relatives about the running of the service and they dealt promptly with any concerns that people raised.

The provider had systems in place to monitor and improve the quality and safety of the service provided. There was a positive culture throughout the service. Staff told us they enjoyed working at the service and felt valued.

More information is in the full report which is on the CQC website at www.cqc.org.uk.

Rating at last inspection

At the last inspection we rated this service Good. The report was published on 7 December 2017.

Why we inspected

We carried out a focused inspection of this service on 15 June 2021. This was a planned inspection based on the previous rating. This report only covers our findings in relation to the Key Questions safe, caring and well led as we were mindful of the impact and added pressures of Covid-19 pandemic on the service. We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If we receive any concerning information, we may inspect sooner.

The service helped people to stay safe. Staff knew about abuse and how to report it and other incidents or accidents which took place. Risks to people were regularly assessed and updated and there were systems in place to ensure there was enough staff to meet people's needs. People were supported to take their medicines safely and in accordance with the prescribed instructions. Staff members received the training, support and development opportunities they needed to be able to meet people's needs.

People’s needs were assessed and care plans were developed to identify what care and support people required. People said they were involved in their care planning and were happy to express their views or raise concerns. When people’s needs changed, this was quickly identified and prompt, appropriate action was taken to ensure people’s well-being was protected.

People experienced positive outcomes as a result of the service they received and gave us good feedback about their care and support.

Staff were motivated and proud to work for the service, as a result staff turnover was kept to a minimum ensuring that continuity of care was in place for most people who used the service. Staff were respectful of people’s privacy and maintained their dignity.

The service followed safe recruitment practices and carried out appropriate checks before staff started supporting people. The registered manager demonstrated leadership and a good understanding of the importance of effective quality assurance systems. There were processes in place to monitor quality and understand the experiences of people who used the service. We saw that regular visits and phone calls had been made using the service and their relatives in order to obtain feedback about the staff and the care provided.

People's needs were assessed and care was planned and delivered in line with their individual care plan. Every care plan we saw was up to date and contained signed, detailed risk assessments.

We found that supervision and training had increased since our February 2013 inspection and the high level of mandatory training the provider specified was up to date. One person said 'I absolutely adore my carer. They've done so much for me.'

People who use the service, their representatives and staff were surveyed for their views about their care and treatment each year and results were positive. An effective complaints system was in place. People's care plans, staff records and other information relating to the management of the service were accurate and fit for purpose.

People's needs were assessed and care and treatment were planned and delivered in line with their individual care plan. People's care plans were up to date and the care they received was reviewed. The organisation took steps to ensure people's safety and welfare.

People who use the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent it from happening.

Staff did not receive sufficient support from the organisation to deliver care and treatment safely and to an appropriate standard. Whilst three quarters of staff were qualified to NVQ2, senior managers agreed there was a need to update training. The programme was in the process of being finalised. No personal care assistants had been appraised during 2012 and these were being arranged. Supervision meetings had been less frequent than the organisation specified and these were being arranged, with seven confirmed.

On balance, an effective system was in place regularly to assess and monitor the quality of service that people received. Risks to the health, safety and welfare of people who use the service and others were assessed.