Bionicare (Domiciliary Care Agency)

Bionicare (Domiciliary Care Agency) is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older people, younger adults, children, people living with dementia, people living with a physical disability, people living with mental health disorders, people living with sensory impairments, people living with eating disorders and people living with learning disabilities or autistic spectrum disorder. On the day of our inspection there were 24 people using the service. Not everyone using Bionicare (Domiciliary Care Agency) received a regulated activity. CQC only inspects the service being received by people provided with 'personal care', help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

There was a registered manager employed 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 2008 and associated Regulations about how the service is run.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the overall rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

However, well-led was rated ‘requires improvement’ as the provider needed to make improvements to their quality monitoring processes. This was because action plans were not always put in place to monitor and improve the quality of the service following audits. Regular feedback was not collected from people and used to improve the quality of the service. Audits were not always effective at noticing where the service could be improved. People were unclear who the registered manager was. People and staff were positive about the management of the service.

Why the service is rated Good.

The service was safe. Systems and processes were in place to protect people from harm and abuse and staff understood these. People had risk assessments in place to mitigate the likelihood of harm. There were enough staff to ensure that people received care visits on time and for the correct duration. Staff had necessary pre-employment checks completed before working at the service. People were supported to take medicines safely. Staff had training and promoted good infection control.

The service was effective. People’s needs were assessed before they started using the service. Staff had sufficient training and knowledge to support people. People were supported with their dietary needs and healthy diets were promoted. People were supported to live healthy lives and were given information or supported to access health professionals where necessary. Staff received effective training to use equipment to support people. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The service was caring. People were treated with kindness, respect and compassion. People were involved, and able to make choices about the care they received. People’s privacy, dignity and independence was promoted. Staff took the time to talk to people and build trusting relationships, and support people to achieve their wishes and goals.

The service was responsive. People received personalised care specific to their individual care needs. People’s preferences, likes and dislikes were respected. Equality and diversity was a key value of the service and people’s needs with regard to religion, culture and all other needs were met. Complaints were responded to promptly and the service checked that the complainant was happy with actions taken. People were supported with privacy and dignity at the end of their lives.

Bionicare (Domiciliary Care Agency) provides personal care and support to people living in their own homes. At the time of our inspection the service was providing care and support to 32 people. The frequency of visits ranged from one to four visits daily depending on people’s individual needs.

The service did not have a registered manager, but a manager was in place who was going through the registration process with the Care Quality Commission. 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.

Staff had been provided with safeguarding training to protect people from abuse and avoidable harm.

There were risk management plans in place to protect and promote people’s safety.

Staffing numbers were appropriate to keep people safe. There were safe recruitment practices followed to ensure staff were suitable to work with people.

People’s medicines were managed safely, in line with best practice guidelines. Staff had been provided with training in the safe handling of medicines.

People were matched with staff who were aware of their care needs. Staff were provided with training and support to enable them to carry out their roles and responsibilities effectively.

People’s consent was sought in line with current legislation and guidance. The service worked in line with the principles of the Mental Capacity Act 2005 and the Deprivation of Liberty Safeguards (DoLS).

If needed, people were supported by staff to have a balanced diet and to access healthcare services.

People were treated with kindness and compassion by staff. They had established positive and caring relationships with them.

People were able to express their views and to be involved in making decisions in relation to their care and support needs.

Staff ensured that people’s privacy and dignity were promoted.

People received care that met their assessed needs. Care plans were updated on a regular basis, or as and when their care needs changed.

A copy of the service’s complaints procedure was issued to people when they started to receive care. This ensured they would be aware of how to raise a complaint if the need arose.

The culture at the service was open and inclusive. Senior managers led by example, which inspired staff to deliver a quality service.

There were quality monitoring systems in place. These were used to good effect and to drive continuous improvements.

We saw people's needs were assessed and appropriate care and support plans were in place. We saw people's care and support plans were reviewed regularly with the involvement of people, their relatives and where necessary, other health and social care professionals. We also saw evidence that the provider had systems in place to protect people who received care from risk of harm and abuse.

We saw staff were appropriately trained, supervised and supported to provide effective and safe care and support to people in their own homes. People and relatives we spoke with told us staff cared for and supported people with compassion and dignity, and also, respected their homes by keeping them clean and tidy when providing care.

Staff spoke passionately about their role in supporting people in maintaining their independence. They told us they were supported by the provider and were involved in discussions about the aims and objectives of Bionicare. One staff told us they felt "part of a family" within the team.

Relatives we spoke with were full of praise for the care and support provided by Bionicare, and were happy for their relatives to continue receiving care and support from this provider.