Care Resource Bureau Ltd

Updated 14 December 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

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 service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 26 November 2019 and ended on 2 December 2019. We visited the office location on 26 and 27 November 2019. We made telephone calls to people and reviewed information received from the service on the 2 December 2019.

What we did before the inspection

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We gave the registered manger opportunities throughout the inspection to share with us what they did well. We took this into account when we inspected the service and made the judgements in this report.

We reviewed information we held about the service since the last inspection and what people had told us. We contacted local authority safeguarding teams. We used all of this information to plan our inspection

During the inspection

We contacted 18 people and their relatives via email to seek feedback and received 10 replies. We contacted 12 staff and we received feedback from seven. We spoke with the registered manager and the deputy manager.

We reviewed a range of records. This included three people’s care records in full and a further two to check compliance with the Mental Capacity Act 2005. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We made telephone calls to eight people and received feedback from four people about their experience. We continued to seek clarification from the provider to validate evidence found. We requested some additional information about quality governance, which the provider promptly supplied.

Updated 14 December 2019

About the service

Care Resource Bureau is registered to provide personal care and support to people in their own homes. 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. At the time of the inspection the service supported 29 people across south Buckinghamshire.

People’s experience of using this service and what we found

People told us they received positive outcomes from the support provided to them. People told us care workers were kind, compassionate and provided them with a personalised service. Comments from people and their relatives included “They were exemplary”, “The carers from Care Resource Bureau have demonstrated professionalism, kindness and given top quality care while visiting my mother” and “They do a tremendous job and are always professional, caring and understanding.”

People were supported by enough staff. We have made a recommendation about recruitment record keeping. Staff told us they felt supported. However, we have made a recommendation about the provider following their own policy in regards to staff management and support.

People were supported with dignified end of life support. We received positive feedback about how people and their families had been supported. It was clear the registered manager and staff were committed to providing a high-quality service which was person centred. People were routinely treated with dignity and respect. People described care workers as “Respects my privacy” and “Discrete and professional.”

People were supported to maintain their health. The service worked well with external healthcare professionals to ensure people’s health needs were met.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People told us the service was well-led. There was an experienced registered manager in post. Comments about the service included “In the lottery that is choosing home care, I don’t think we could have chosen better” and “I have no hesitation in recommending the services they provided.”

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

Rating at last inspection

The last rating for this service was good (published 8 June 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

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