Archived: Butterfly Home Help

Updated 5 February 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection was carried on 8 December 2015 by one inspector. Before the inspection we looked at all of the information we had about the service. This included information we had received in notifications. Notifications are important events which the provider is required by law to send to us. The provider had also completed a Provider Information Return (PIR). This is a form that asks the provider to give us some key information about the service, what the service does well and improvements they plan to make. We reviewed information we had from questionnaires people had completed about the service.

During the inspection, we spoke with the registered manager, the operations manager, the care manager and seven staff. We looked at documents and care records for five people and six staff recruitment and training files. We looked at records relating to the monitoring and management of the service such as policies, meeting minutes, surveys and audit reports.

On 9 and 10 December 2015 we spoke with two external health professionals, and eight people who used the service, or their relatives, on the telephone.

Updated 5 February 2016

This inspection took place on 8 December 2015 when we visited the office of the provider. We spoke with people who used the service, their relatives and external health professionals on 9 and 10 December 2015.

This was an announced inspection. The provider was given 48 hours' notice. This was because the location provides a domiciliary care service. We wanted to make sure a registered manager would be available to support our inspection, or someone who could act on their behalf. The inspection was carried out by one inspector.

There was a registered manager in post at the time of our inspection. This 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.

People were kept safe and staff were knowledgeable about reporting any incident of harm. People were looked after by enough staff to support them with their individual needs. Some people's care needs meant that two staff were required to provide personal care, and this was provided as needed.

People were supported to take their medicines if needed, and staff had received training to support people safely. Where there had been errors or incidents, these were reported and acted upon, and appropriate action was taken.

Staff received an induction when they started in their roles. They were supervised on a regular basis, with planned supervision sessions and 'spot' checks by senior staff that were unannounced.

People were asked for consent before care was provided and this was documented. Staff told us they always assumed people were able to make decisions and choices about their care.

The service was responsive to people's individual needs and wishes. People were cared for by kind, respectful and attentive staff. They and their relatives were given opportunities to be involved in the development of individual care plans.

The registered manager and the management team assessed and monitored the quality of care. They encouraged feedback from people, which was used to make improvements.

People told us the service was well managed and they felt they could approach the management team if they had any concerns or complaints. There was a process in place so that people's concerns and complaints were listened to and acted upon.