Home care firm gets Outstanding rating again after virtual inspection

Home care firm Beloved Homecare has received its second ‘Outstanding’ rating from the Care Quality Commission (CQC) after inspectors conducted a virtual inspection of the care service.

Beloved Homecare based in Manchester, which provides live-in and hourly care services to people living in Trafford and the surrounding areas, received the highest rating for four out of five assessment categories – caring, responsive, well-led and safe.

In its previous inspection in 2018, the home care service received an ‘Outstanding’ rating for being caring, responsive and well-led.

Virtual inspection 'part of a pilot'

Explaining the virtual inspection, which began in October and finished on 9 December, CQC inspectors stated in its 2020 CQC report: ‘This was a planned pilot virtual inspection.

'The report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC's regulatory obligations and responding to risk in light of the Covid-19 pandemic'.

During the zoom calls, the inspector asked for further evidence based on what had been discussed and staff were given a few days to gather the evidence. The inspection team had a specialist pharmacist enquiring about medication. Clients and their families, as well as staff were contacted and questioned.

Inspectors reported: ‘Feedback from relatives whose loved ones had previously used the services of Beloved Homecare as they approached the end of their life, was very positive.

‘Staff morale and a positive culture amongst the staff team was also very apparent. The service had won awards both nationally and in the local area, where their contribution to the care sector had been recognised and valued.’

A relative of one home care client told inspectors: "It is excellent. Everyone I have spoken to is informative, friendly and helpful".

Beloved Homecare’s managing director Mark Collier said the virtual inspection process seemed more evidence-based, more than a usual inspection.

Beloved Homecare’s managing director Mark Collier said: “This extraordinary achievement would not have been possible without the hard work and dedication of our incredible members of staff, especially through the difficult year we have all faced.

“We're proud to be delivering a quality homecare service in Trafford, including Sale, Urmston, Altrincham, Hale and Timperley.

“We respect people's wishes and offer the maximum amount of choice to our client's to maintain their independence. The support plans we construct are truly personalised and tailored to meet the individual.

"We appreciate that not one cap fits all. We offer creative solutions to help our client's stay safe at home. Whether that be a one-cup kettle or a gravity bottle to ensure safe and frequent hydration".

Training model sitting room in office

The home care firm has a model sitting room specially built in its office as well as a fragility suit and other aids used in training “which help staff to develop empathy for our clients' daily struggles”.

“Throughout the pandemic, we have maintained a safe service for our clients.

“With large supplies of the appropriate PPE and further infection control training for our staff, we have implemented all the measures possible to keep everyone safe.

"Where possible, we have shared photos and arranged FaceTime calls with clients and their relatives, this brief moment of normality for both certainly helped to lift spirits on both ends.

“Family members also have access to our PASS System - an industry-leading time/care management platform that allows for family members to access the care notes of their loved ones.

“Throughout the past years, especially this year, we have always paid testimony to our staff, it really wouldn't be possible without them. Thank you for the great teamwork."

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