B&H Care Ltd

Social Care Org · West Midlands

Overall Rating
Inadequate Last inspected 2 November 2016
Domain Ratings
Safe
Inadequate
Effective
Inadequate
Caring
Inadequate
Responsive
Inadequate
Well-led
Inadequate

View Full CQC Report

13 must-do actions

Must-Do Actions (13)

Legal requirements based on regulation breaches identified during inspection.

Must Do
Safe
The provider must ensure effective systems are in place to protect people from the risk of abuse and avoidable harm, including reporting suspected abuse and having a safeguarding policy/procedure.
Regulation 13 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
Effective systems were not in place to protect people from the risk of abuse and avoidable harm. Suspected abuse was not reported as required, and there was no safeguarding policy/procedure in place.
Must Do
Safe
The provider must ensure systems are in place to ensure staff are of suitable character to work with vulnerable people in their own homes, including completing appropriate recruitment checks such as employment history, identification, right to work, and Disclosure and Barring Service (DBS) checks.
Regulation 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
Systems were not in place to ensure staff were of suitable character to work with vulnerable people in their own homes. Staff records were incomplete, and appropriate checks (employment referees, DBS) had not been completed for some staff.
Must Do
Safe
The provider must ensure effective systems are in place to ensure there are enough staff available to keep people safe and meet people's care needs, preventing frequent late care calls and significant variations in care times.
Regulation 18 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
Effective systems were not in place to ensure there were enough staff available to keep people safe and meet people's care needs, leading to frequent late care calls and significant variations in care times.
Must Do
Safe
The provider must ensure effective systems are in place to ensure people receive their care in a safe manner, including assessing, managing and reviewing risks to people's health, safety and wellbeing, maintaining accurate and up-to-date care records, and safely managing medicines with clear guidance.
Regulation 12 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
Risks to people's health, safety and wellbeing were not effectively assessed, managed and reviewed. Care records were inaccurate and not up to date, and medicines were not managed safely with no guidance for 'as required' medicines.
Must Do
Effective
The provider must ensure staff have the knowledge and skills they need to ensure people's safety and wellbeing, including providing and documenting essential training such as safeguarding, moving and positioning, and medicines management.
Regulation 18 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
Staff did not have the knowledge and skills to meet people's needs effectively and safely. Training records were not available, and staff had not completed essential training like safeguarding, moving and positioning, or medicines management.
Must Do
Effective
The provider must ensure effective systems are in place to support people to maintain their health and wellbeing, including effectively identifying, monitoring, and managing people's health needs, and seeking and acting upon advice from health professionals.
Regulation 12 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
People's health needs were not effectively identified, monitored and managed to promote their health, safety and wellbeing. Staff lacked awareness of medical conditions, guidance for monitoring, and advice from health professionals was not sought or acted upon.
Must Do
Effective
The provider must ensure systems are in place to ensure care is provided in accordance with people's consent and that the requirements of the Mental Capacity Act 2005 are followed when people are unable to consent, including completing capacity assessments and providing staff training on the MCA.
Regulation 11 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
Care was not always provided in accordance with people's consent, and the requirements of the Mental Capacity Act 2005 were not followed for individuals lacking capacity, including lack of capacity assessments and staff training.
Must Do
Caring
The provider must ensure people are always treated with dignity and respect, including ensuring appropriate conduct from all staff and respecting people's choices about their care.
Regulation 10 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
People were not consistently treated with dignity and respect by the registered manager, and undignified language was occasionally used in care records by staff. People's choices about their care were not always respected.
Must Do
Responsive
The provider must ensure people's complaints and concerns are managed effectively to promote their health, safety and wellbeing, including having a system for independent investigation of complaints and maintaining records of complaints.
Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
People's complaints were not managed to their satisfaction, with no system for independent investigation of complaints against the registered manager, and no records kept or maintained for complaints.
Must Do
Responsive
The provider must ensure people receive care that meets their personal care preferences and care needs, including respecting their wishes about staff, delivering care at agreed times, completing effective care reviews, and maintaining accurate and up-to-date care records.
Regulation 9 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
People's wishes about which staff supported them were not respected, care was not always received at agreed times, and reviews of care needs were not completed effectively. Care records were inaccurate and not up to date, leading to inconsistent and unsafe care.
Must Do
Well-led
The provider must ensure effective systems are in place to assess, monitor and improve the quality of the service provided, identify and manage safety risks, and ensure people receive safe, effective, responsive and appropriate care, including maintaining accurate records, staff rotas, competency observations, appraisal/supervision systems, and seeking feedback from people.
Regulation 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
No effective systems were in place to assess, monitor, and improve the quality of care. This included lack of accurate lists for service users and staff, no current staff rota, no competency observations, no appraisal/supervision system, no system to identify late/missed calls, and no feedback sought from people.
Must Do
Well-led
The provider must ensure the service is managed from its registered address and notify the Care Quality Commission (CQC) of any change of address as required under Regulation 15 of the Care Quality Commission (Registration) Regulations 2009.
Regulation 15 of the Care Quality Commission (Registration) Regulations 2009
The service had not been managed from its registered address for over two years, and the CQC had not been notified of this change of address.
Must Do
Well-led
The provider must ensure all reportable incidents and events, including alleged abuse, are reported to the Care Quality Commission (CQC) as required under Regulation 18 of the Care Quality Commission (Registration) Regulations 2009.
Regulation 18 of the Care Quality Commission (Registration) Regulations 2009
Three incidents of alleged abuse were not reported to the CQC as required under registration regulations.
Location Details
CQC ID: 1-1056579588
Local Authority: Stoke-on-Trent
Region: West Midlands
Inspection Report
Type: Unannounced inspection
Date: 2 November 2016
Rating: Inadequate
Actions: 13 must-do
AI-extracted 17 Feb 2026