Archived: Butterfields Home Services

Updated 13 May 2015

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 looked at information we had received about the service. At our last inspection in February 2013 we did not identify any concerns with the care provided to people.

This inspection took place on 24 and 25 February 2015 and was carried out by one adult social care inspector. The provider was given 48 hours’ notice because the location provides a domiciliary care service. We needed to ensure the manager was available in the office. We also arranged to meet staff and to visit people who received a service in their own homes.

During the inspection we met three people receiving care at home and one relative. We spoke with a further five people and two relatives on the telephone. We spent time at the office and met with the manager, office staff and five members of the care team. We viewed records relating to individual care and the running of the service. Records seen included four care plans, three staff personal files, records of staff training and quality monitoring records. We contacted seven health and social care professionals and received information from three.

Updated 13 May 2015

The inspection was announced and took place 24 and 25 February 2014.

Butterfields Home Service provides personal care and support to people living in their own homes. At the time of the inspection they were providing a service to 35 people. 12 people received support with shopping or cleaning. This part of the service is not regulated by us and did not form part of the inspection. Seven people were either in hospital or respite care. Sixteen people were therefore receiving personal care. The service provides a variety of packages of care for people including support at the end of their life.

There is a registered manager in post. 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 2008 and associated Regulations about how the service is run.

The registered manager had a clear vision for the service. There was a commitment to provide high quality care which was tailored to people’s individual wishes. These values were communicated to staff through staff meetings and supervisions.

There were systems in place to monitor the quality of care and plan on-going improvements. People were contacted on a regular basis through telephone calls and visits to ensure they were satisfied with the care they received.

People told us they felt safe with all the staff who supported them. There were risk assessments in place which meant care was provided in a manner that kept people as safe as possible whilst promoting their independence and choices.

People received care and support in line with their needs and wishes because adequate numbers of staff were employed. There were systems to ensure the service could be maintained in the event of staff sickness or other disruptions to planned care delivery.

People told us they had regular staff visiting them most of the time. One person told us they were not so happy when their regular care staff were not available.

People knew how to make a complaint and said they would feel able to do so. They told us they were visited by senior staff to ensure they were satisfied with the service they received.

Staff had good knowledge of the needs and preferences of people using the service which enabled them to provide personalised care to people. One relative told us about the care given to a person living with dementia “you need to know someone if you are going to work with them. They took time to get to know them.”

Care plans were personalised to each individual and contained information to assist staff to provide care in a manner that respected their wishes. One person told us “The service is absolutely wonderful. It does wonders for me.”