Bridgecare Solutions Ltd 2

The service supported older people and younger adults. Not everyone using the service received the regulated activity of personal care. At the time of the assessment, the provider supported 10 people. We assessed all 33 quality statements across the 5 key questions.

The provider involved people in planning their care and supported them to make choices about how they wished to receive support. Staff assessed risks and generally took appropriate action to reduce them. Care plans provided guidance to support the delivery of safe care, although some records required further development. The provider had governance systems in place and demonstrated a commitment to learning, improvement and responding to feedback. Managers had already started to strengthen arrangements relating to medicines management, risk documentation and environmental safety.

Staff knew people well and demonstrated a good understanding of their individual needs and preferences. The provider recruited sufficient staff to meet people's needs and supported them through training, supervision and competency checks. People and relatives generally spoke positively about the care and support they received.

The provider promoted a culture of kindness, dignity, inclusion and respect. Staff treated people with compassion and delivered care in a person-centred way. Leaders encouraged feedback from people, relatives and staff and used information gathered to support service improvement. The provider monitored care delivery through a range of quality assurance processes and sought feedback about people's experiences of care.

The provider worked proactively with healthcare professionals and other organisations to promote coordinated care and positive outcomes for people. Professionals told us the provider engaged positively with partner agencies and worked collaboratively to support people's safety and wellbeing. The provider had established policies and procedures to support the delivery of good-quality care.

However, we found some minor concerns. The provider did not always manage medicines safely. Records relating to prescribed creams were not always robust or in line with best practice, although the provider had taken action to address these issues during the assessment. Other aspects of medicines management were managed safely. The provider did not always maintain sufficiently detailed and accurate records to guide staff in managing risks to people. This included gaps in information about risks associated with people's health conditions and environmental risks, such as fire safety within people's homes. Leaders needed to further strengthen governance systems to ensure audits consistently identified risks, record-keeping issues and regulatory requirements in a timely manner. During the assessment, the registered manager responded positively to feedback and took action to improve record keeping and strengthen oversight arrangements.