The Care Quality Commission
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Archived: Burlington Home Care

Overall: Good read more about inspection ratings

Lancaster House, Lancaster Road, Carnaby, Bridlington, East Yorkshire, YO15 3QY (01262) 609865

Provided and run by:
Highgate Care Services Ltd

Important: This service is now registered at a different address - see new profile

All Inspections

14 December 2017

During a routine inspection

Burlington Home Care provides personal care and support for 140 people in their own homes. We last inspected the service in November 2015and rated the service as ‘Good.’ At this inspection we found the service remained ‘Good’ and met all the fundamental standards we inspected against.

There were safeguarding procedures in place. Staff were knowledgeable about what action they should take if abuse was suspected. Safeguarding matters had been managed in line with local area policies and procedures.

Checks of people's homes had been carried out to ensure that the premises were safe. Medicines were managed safely.

Recruitment checks were carried out to ensure that staff were suitable to work with vulnerable people. There were sufficient numbers of staff deployed to meet people’s needs. Records confirmed that training was available to ensure staff were suitably skilled. Staff were supported though an appraisal and supervision system.

People's nutritional needs were met and they were supported to access healthcare services when required.

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.

We observed positive interactions between staff and people who used the service. Staff promoted people's privacy and dignity. There were systems in place to ensure people were involved in their care and support planning.

Care plans were in place which detailed the individual care and support to be provided for people.

There was a complaints procedure in place and complaints were dealt with in line with company policy.

Audits and checks were carried out to monitor all aspects of the service. Action plans were developed to highlight any areas which required improvement; these needed checking to ensure actions had been completed in all cases. Staff were very positive about working for the provider and the registered manager. They said they enjoyed working at the service. We observed that they applied this positivity in their roles when supporting people.

Further information is in the detailed findings below.

2 and 4 November 2015

During a routine inspection

This inspection took place on 2 and 4 November 2015 and was announced. This was the first inspection since the service had moved into new premises and been registered as a separate domiciliary care agency.

The service is registered to provide personal care. The agency employs approximately 40 care workers who provide support to people living in their own homes, such as washing, dressing, assisting with the administration of medication and the preparation of meals. The agency office is located in Carnaby, close to the town of Bridlington, in the East Riding of Yorkshire. Staff provide a service to people who live in Bridlington and other areas of the East Riding of Yorkshire. There is car parking available at the premises.

The registered provider is required to have a registered manager in post and on the day of the inspection the manager was not registered with the Care Quality Commission (CQC). However, they had started the registration process. 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.

People told us that they felt safe whilst they were receiving a service from staff working for Burlington Home Care. People were protected from the risks of harm or abuse because the registered provider had effective systems in place to manage any safeguarding concerns. Staff were trained in safeguarding adults from abuse and understood their responsibilities in respect of protecting people from the risk of harm.

Staff confirmed that they received induction training when they were new in post and told us that they were happy with the training provided for them. The training records evidenced that all staff had completed induction training and that all staff had completed training on the topics considered to be essential by the registered provider. Some staff had also achieved a National Vocational Qualification (NVQ).

New staff had been employed following the agency’s recruitment and selection policies and this ensured that only people considered suitable to work with vulnerable people had been employed. We saw that there were sufficient numbers of staff employed to meet people’s individual needs.

People told us that staff were caring and that their privacy and dignity was maintained.

People told us that they received the support they required from staff and that their care packages were reviewed and updated as required. They expressed satisfaction with the assistance they received with the administration of medication and meal preparation.

There were systems in place to seek feedback from people who used the service and staff. Feedback had been analysed to identify any improvements that needed to be made. We saw that, on occasions, feedback that had been received had been used as a learning opportunity for staff.

Complaints received by the agency had been investigated appropriately. People told us they were confident that if they expressed concerns or complaints they would be dealt with appropriately.