- Homecare service
Be Caring Manchester
Report from 16 January 2025 assessment
Contents
Ratings
Our view of the service
Be Caring Manchester is a domiciliary care agency providing personal care to people in their own homes. The service was supporting 113 people at the time of the inspection.
Date of assessment: 29 Jan to 20 March 2025.
The assessment was triggered by intelligence we received about poor care. This was sent in anonymously and was not substantiated during the onsite visit.
This service has been rated good. People and families we spoke with raised some concerns about staff training and receiving visits from unfamiliar staff at weekends. The provider responded proactively to resolve the concerns raised during the course of the assessment. Our review of induction and training processes did not find any concerns.
People were safe and supported by staff who understood how to protect them from abuse and avoidable harm. Care plans had improved since the last inspection and now contained the right level of detail. Staffing levels were safe. Staff were recruited safely. The service had safe systems in place for the appropriate and safe handling of medicines.
People and their families were consulted about the care provided and were supported to achieve outcomes to improve their health and wellbeing. The service worked well with other health and social care professionals and supported people to achieve good outcomes. There was good support in place for staff. We spoke to 19 staff. They told us they were valued and received the support they required.
Staff supported people to understand their rights. Staff had received relevant training. There were a low level of complaints and people were able to contact the service to raise concerns if required.
The provider had a very clear vision, strategy and culture. The management team were professional and passionate about providing high quality care and this was supported by the systems they had in place. Clear plans were in place to further develop the service with the aim of achieving an outstanding rating.
People's experience of this service
We received mixed feedback from the 23 people and family members we spoke with by telephone during the assessment.
There was negative feedback about irregular staff at weekends not knowing people’s care needs well enough and concerns about poor staff training. People told us, “At weekends, [relative] gets carers who don’t know what to do and don’t know [relative]” and “Training is not good enough it’s nowhere near thorough enough." We fed these concerns back to the provider who was very proactive and requested consent to contact people directly to resolve any concerns. This included the offer of a face-to-face meeting with the registered manager.
We received some very positive feedback from people who were happy with the care provided. They told us, “They know just what I like and don’t like, so I have no issues whatsoever" and "[Relative’s] regular carer is very caring and knows her well."
No concerns were reported about discrimination or any unfair treatment. People felt confident to complain if they needed to and were provided with information to do so.