B & H Care

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

At the time of the inspection, the location did not care or support for anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

People's independence was respected. People and their representatives were involved in care planning and reviews.

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.

Right Care: People's care records were not always person centred and identified how people's needs were to be met and risks mitigated. This was a risk of people receiving inappropriate care. We have recommended the provider include guidance for staff in care records to ensure they understood the signs and indicators of risks with people's care and when to report concerns.

We received concerns about all staff not understanding how to support people with the preparations of their meals. We were assured the provider was taking action to improve, such as providing cultural training to staff.

We received feedback from people and relatives that people's privacy and rights were respected and they were provided with a caring service. Staff were trained in safeguarding and systems helped to reduce the risk of abuse.

Right Culture: The governance systems in place required improvement to ensure that the provider is able to independently identify shortfalls and address them. This included recording and oversight of the timings of care visits.

Improvements were needed in how the service monitored and addressed the times of people's scheduled visits. We received feedback from some people that they often felt rushed by staff and they were not always staying for the planned amount of times for their visits. We had received feedback from a person who used the service which identified when they had raised a concern with a staff member, this was not responded to in an appropriate way. There was ongoing staff recruitment and staff were recruited safely. Staff received an induction and training to meet people's needs.

People were asked for their views on the service and their comments were valued. There was a complaints procedure and records showed people's complaints were investigated and addressed.

We received positive feedback about the registered manager and how they led the service.