Bee Home Care Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The service was well-led. Whilst we identified some minor shortfalls in the governance of the service, this had not impacted on the service people received and the registered manager responded positively to the feedback provided. There were effective systems in place to monitor the quality of the service and people’s feedback was sought regularly and acted upon. The culture of the service was positive, supportive, and encouraging and staff told us team working was good. We saw evidence that the service worked well with other professionals and engaged in the local community.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff told us the culture was supportive, positive, and encouraging with an emphasis placed on a caring ethos throughout the service. They told us people received a kind and thoughtful service based on the right values and that their colleagues consistently demonstrated these positive values. Staff told us teamwork and staff morale were good. One staff member told us, ‘Everyone I have met and spoken to [within Bee Home Care Limited] have been caring; they do the job because they want to.’

The service had a set of values in place they called their ‘Philosophy of Care’ that the people who used the service could expect to experience and that staff were expected to work to. Processes were in place to monitor whether these values were being met. For example, the service sought regular feedback from people and their staff and regular assessments were completed on staff’s competencies, skills and abilities. This was to ensure staff were demonstrating the skills and values the service deemed appropriate.

Staff spoke positively about the management team. They told us they were approachable, welcoming, and supportive. They told us they were available as needed for advice and support and that they demonstrated the service’s values and caring culture. One staff member said, ‘I feel the management team is accessible at all times, they support the staff team emotionally and professionally, I personally feel that this approach breeds a happy open door policy within the staff team. The staff obviously know there is a hierarchy as there has to be with any organisation, but this is not driven home and everyone is made to feel equal.’ The registered manager, through discussion, demonstrated they had the right experience, knowledge and skills to safely and effectively manage the service. They understood their regulatory responsibilities and the need to continually develop their skills and keep updated with changing legislation, regulation and best practice. They used sector specialist social media pages and websites to keep their knowledge updated and had signed up to appropriate email alerts to keep them informed of important social care changes and messages.

Processes were in place to ensure the management team were effective in their roles. This included completing supervisions and appraisals as well as seeking people’s feedback. The registered manager was also the provider but the service had another director that could complete any investigations as required in response to any concerns or complaints. This was an important factor given that the service was a family-orientated company that employed members of the same family. The registered manager confirmed that should any concerns or complaints be raised regarding them, or their family members, that the service’s additional director would perform any investigations required ensuring the process was unbiased.

Staff told us they felt able to raise concerns and speak up without fear; they told us the culture of the service encouraged this. Staff were able to use staff meetings and supervisions as formal forums to openly discuss issues or concerns but told us they felt able and comfortable to speak up at any time, both formally and informally. They told us the management team were approachable, accessible and proactive which supported an open and honest environment where speaking up was encouraged. Staff knew how to access the service’s whistleblowing policy and this was always available to them via an electronic application.

The service had processes in place that fostered a positive culture where people felt able to speak up; staff and the people who used the service told us this. We saw that appropriate policies and procedures were in place and that staff had received training in safeguarding. Staff told us reflective practice was used when things went wrong and that this was an open and honest forum for discussion. The service had also considered the risks and potential difficulties associated with family members working together and had processes in place to manage this.

Most staff told us they felt fairly treated and that the culture of the service encouraged this. However, some staff did raise concerns about how fairly the provider’s family members, who were also paid staff, would be treated if concerns were raised. Whilst staff did not feel the need to raise concerns about the provider’s family member’s performances, they told us that should the need arise, they would find this challenging and would question how fairly concerns would be managed. We discussed this with the registered manager who provided us with assurances. They told us this had been considered and that processes were in place should the need arise. This included another director for the provider managing, investigating and responding to any concerns raised.

Staff had received training on the Equality Act 2010 and we saw that fair recruitment processes were in place. Processes were in place to support staff and their wellbeing. This included regular supervisions, appraisals and staff meetings. Flexible working arrangements were in place for staff and they told us the service was considerate to their personal circumstances when completing rotas and assigning work.

Staff told us the management team were responsive and proactive in how they managed the service, ensuring it was closely monitored and effectively governed to ensure a consistently good service was delivered. Staff told us the management team had the right skills to perform their roles and regularly completed competency and spot checks on them as a quality monitoring and auditing tool. One staff member said, ‘I get lots of checks such as spot checks and supervisions and I find these helpful.’ Another staff member told us, ‘I had an appraisal. It was a two-way conversation and I was asked about my job and whether I had any issues. I raised a concern [about a person who used the service] and it was taken on board. I definitely feel listened to and I can ring the office whenever I have a concern. I feel comfortable in doing that and they listen and act.’

The service had processes in place to monitor and improve the service. These included in relation to the quality of the service delivered and regarding sustainability and workforce planning. For example, regular audits were conducted on aspects of the service including care delivery and medicines administration, and staff’s competencies were regularly assessed. In addition, the service had employed a staff member dedicated to staff recruitment to ensure they had enough suitably trained and skilled staff to deliver a continuous service. The service also had a business continuity plan in place in the event of any adverse incidents and a service improvement plan which set out their plans to drive further improvement.

People told us they received effective care from Bee Home Care Limited and that their needs were met. They told us the service supported them to have joined-up care by liaising with other professionals as required. For example, one person told us how the service liaised with the hospital following their need for care in their home after a hospital admission.

The registered manager explained how they worked with other professionals to ensure people received continuity of safe and effective care. We saw an example of where this had achieved a positive outcome for a person who used the service. The service also sought people’s permission to discuss their care and support needs with other professionals at the commencement of service so this could be completed as required and to avoid any delay should the need arise.

The professionals we spoke with told us the service worked well with them. They told us communication was effective and regular and that the service was professional. One professional told us how the service had worked well with them to ensure a person received safe and continuous care. They said, ‘They are doing a great job despite all the challenges they are facing.’

The service was involved in their local community and had an office that people could access. The registered manager told us, ‘We have an office so we are seen on the high street and people can pop in for coffee.’ The registered manager told us they spoke at local events and tried to use local businesses to encourage community spirit; they had also built up a directory of local contractors and professionals that they felt comfortable in recommending to people. The service had also contributed to local events.

Staff told us the service wanted to deliver a good quality service and do the best it could for the people who used it and their relatives; people’s experience also told us this. Staff told us the management team were proactive when concerns or shortfalls were shared and took action to rectify this. They told us team meetings were used to develop staff skills and reflect on the service and they believed the service’s values meant it was continuously aiming to improve.

We saw an example where the service had worked with other professionals to ensure a person received appropriate care following some concerns raised. The service worked creatively and collaboratively to come up with appropriate solutions demonstrating their willingness to learn, work flexibly and develop.