We undertook an announced inspection of Brownbill Associates Ltd on 29 October 2015. We told the provider two days before our visit that we would be coming. Brownbill Associates provides a brokerage service for people with an acquired disability to enable people to employ their own carers. The agency acts as an intermediary between the person needing the service and specialist agencies who supply people to provide the care (care workers). Brownbill Associates supply case managers who provide training and support to the care workers who are employed by people receiving the care. At the time of our inspection 50 people were receiving a personal care service.
There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
Where risks to people had been identified, risk assessments were in place and action had been taken to reduce the risks. Staff were aware of, and followed guidance. People received their medicine as prescribed.
People told us they benefitted from caring relationships with the staff. There were sufficient staff to meet people’s needs and people received their care when they expected. The service had robust recruitment procedures.
People received personalised care. Care packages were tailored to people’s individual needs and were provided by dedicated teams selected by people and their relatives. Many care teams contained healthcare professionals with specific skills to meet people’s specific needs.
Staff understood their responsibilities in relation to safeguarding. Staff had received regular training to make sure they stayed up to date with recognising and reporting safety concerns. The service had systems in place to notify the appropriate authorities where concerns were identified.
Staff had a good understanding of the Mental Capacity Act (MCA) and applied its principles in their work. The MCA protects the rights of people who may not be able to make particular decisions themselves. The registered manager was knowledgeable about the MCA and how to ensure the rights of people who lacked capacity were protected.
People told us they were confident they would be listened to and action would be taken. The service dealt with complaints appropriately, sought people’s views and acted upon them. The service had systems to assess the quality of the service provided. Learning was identified and action taken to make improvements which improved people’s safety and quality of life.
Staff spoke positively about the support they received from the registered manager. Staff received support through supervision and training. Staff told us the registered manager was approachable and there was a good level of communication within the service.
People told us the service was friendly, responsive and well managed. The service sought people’s views and opinions and acted upon them.
The registered manager had systems in place to monitor the quality of the service. Information from audits and quality monitoring was used to improve the service.