Be Caring Liverpool

Updated 23 December 2021

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

This inspection was carried out by one inspector. Two Experts by Experience also assisted by carrying out telephone calls to gather feedback from people supported by the service and their relatives. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This is a domiciliary care agency. It provides personal care to people living in their own homes.

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

This inspection was unannounced.

Inspection activity started on 4 November 2021 and ended on 5 November 2021. We visited the office location on 4 November 2021.

What we did before inspection

We reviewed information we had received about the service since its registration. 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 spoke with 12 people supported by the service and six people’s relative about their experience of the care provided. We spoke with 12 members of staff including the head of quality, training and health and safety, registered manager, care coordinators and carers.

We reviewed a range of records. This included six people’s support plans and multiple medication records. We looked at four staff files in relation to recruitment and staff supervision and appraisal records. A variety of records relating to the management of the service, including policies and procedures were also reviewed.

Updated 23 December 2021

About the service

Be Caring Liverpool is a domiciliary care agency providing personal care to people living in their own homes. At the time of this inspection the service was supporting 201 people with personal care. 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

There were enough staff to support people safely. However, people’s and relative’s feedback about the timing of their calls and the consistency of staff who supported them was mixed. Comments included, “I generally get the same carers coming to see me. They generally arrive on time and always stay for the full time” and “Mostly I do feel safe but there is an ongoing issue with call times.” The provider had recognised these issues and had started taking steps to improve in these areas.

People and relatives said they felt safe with the staff. One person said, “I am confident that I am safe with the carers who come to see me.” Staff were safely recruited by the service, ensuring that only people who were suitable to work with vulnerable adults were employed.

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 and relatives spoke positively about the care and support they received from staff. One relative commented, “The care my relative gets is very good and her regular carers really love her and treat her as one of their own.” People and relatives told us staff treated them with dignity and respect. Comments included, “They [the staff] always ask if I am happy when they are doing any personal care for me. They are very thoughtful like that” and “The staff all treat [Relative] with the utmost respect and will do anything for him.”

People and relatives told us staff involved them in the care planning and review process, ensuring people received support in line with their needs and choices. People’s individual communication needs were considered and met by the service. Staff had supported people to learn how to use technology that was new to them which enabled them to keep in touch with loved ones via telephone and/or video calls.

People’s and relatives’ feedback about the care staff and the service overall was positive. One person said, “[Registered Manager] has always been helpful and I would happily recommend this company.” People and relatives spoke positively about how staff engaged with and involved them. One relative commented, “We feel that we are well informed and valued as clients. Our opinions are listened to and calls and emails are responded to in a timely manner.”

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

Rating at last inspection

This service was registered with us on 09/06/2019 and this is the first inspection.

Why we inspected

This was a planned inspection based on our approach to inspecting newly registered services.

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.