Bourne-Citizen Ltd

Updated 5 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 two inspectors.

Service and service type

Bourne Citizen Limited 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.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We visited two people in their own home and discussed their care with them. We met with the registered manager, administrative assistant and two support workers. We reviewed three people’s care files, three medicine administration records, policies, risk assessments, health and safety records and quality audits. We looked at four staff files, the recruitment process, complaints, training and supervision records.

After the inspection

We contacted two relatives via telephone. We received feedback from seven staff and two health and social care professionals who work with the service.

Updated 5 December 2019

About the service

Bourne Citizen Limited is a domiciliary care agency providing care and support for adults in their own homes. There were three people using the service at the time of inspection. 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.

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

People told us they were happy and felt safe with the service. Relatives said that staff had a good understanding of their loved one’s needs and preferences. People’s outcomes were known, and staff worked with people to help achieve these. People were supported and encouraged to maintain their independence and live their lives as fully as possible.

People and their families described the staff as caring, kind and friendly and the atmosphere in each person’s home was relaxed and engaging. People, relatives and staff spoke highly about the management.

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.

Staff had a good understanding of their roles and responsibilities and were supported to reflect on their practice and pursue learning opportunities. The staff team worked and got on well together demonstrating team work.

People had personalised care plans which were reviewed regularly. All those important to that person were involved. People were supported to enjoy social activities and to pursue their interests.

People and their relatives knew how to complain, the service had a procedure in place. There was trust and respect of the management of the service and all staff felt valued and appreciated.

Quality and safety checks helped ensure people were safe and protected from harm. Audits helped identify areas for improvement and this learning was shared with staff through handovers. This meant the service could continually improve.

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 7 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.