Bingley-based Bronte Care Services on road to improvement

Bingley-based Bronte Care Services received a damning report last year following an inspection in May 2019.

A report from that visit said: " At this inspection we found there were widespread and significant shortfalls in service leadership. Leaders and the culture they created did not assure the delivery of high-quality care. Some regulations were not met."

Inspectors said one care worker had told them: "This is the worst company I have ever known."

After the latest inspection, in December last year, the service moved up a rating to Requires Improvement and was taken out of special measures. It was rated Requires Improvement in every category apart from the question 'Is the service caring?' for which it was rated Good.

A report from the visit said: "Most people, relatives and staff told us the service had improved since the last inspection.

"People and relatives were generally happy with call times and said they were normally supported by the same staff. Staff confirmed there had been improvements, which included how runs were coordinated and planned.

"The provider had introduced a range of new electronic systems to improve the quality of the service. Audit and checking systems needed refining to ensure they were appropriate to monitor this new system.

"Staff were knowledgeable about people and the topics we asked them about. They received training to carry out their role.

"The registered manager had introduced a programme of supervision and appraisal to ensure staff were fully supported in their role."

The report also said people's care needs were assessed and they "received person centred care from staff who knew them well".

"The way people's medicines were managed had been improved," said the report.

"People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

"Staff encouraged people to make decisions about their own care, and promoted people's rights to dignity, independence and privacy.

"The registered manager had introduced a range of quality checks and audits.

"They had increased the size of the management team and initiated a range of changes which had led to positive outcomes for people and staff. The registered manager was committed to the ongoing improvement of the service."

The service was in breach of one regulation regarding recruitment. Inspectors said this was not always managed safely and pre-employment checks were not consistently completed.

A spokesperson said a lot of hard work had gone into the service and it is striving to improve.

They added they would like to continue to improve to get to an Outstanding rating.