# Dhek Bhal Dhek Bhal is a CQC-regulated home-care agency in Bristol. ## CQC Ratings | Key question | Rating | | --- | --- | | Overall | Good | | Safe | Good | | Effective | Good | | Caring | Good | | Responsive | Good | | Well-led | Good | Rating published: 07/07/2023 ## Practical info - Postcode: BS5 0AX - Registered manager: Haq, Zahoor - Local authority: Bristol, City of - Region: South West - City: Bristol - Last CQC check: 07/Jul/2023 - 00:00 ## Inspection findings ### Other - Finding - Evidence: Proactive response to inspection findings, with immediate corrective action taken on issues identified during the visit. - Published: 2023-07-07 - Finding - Evidence: Independent university survey of service quality returned wholly positive feedback from people and relatives. - Published: 2023-07-07 - Finding - Evidence: Staff wellbeing actively supported through wellbeing activity sessions, days out and counselling. - Published: 2023-07-07 - Finding - Evidence: Effective partnership working with a wide range of agencies locally and nationally to share best practice and improve outcomes. - Published: 2023-07-07 - Finding - Evidence: People were usually supported by regular staff who knew them well, with strong long-term relationships fostering wellbeing. - Published: 2023-07-07 - Finding - Evidence: Very clear vision and strong values focused on human rights, dignity and informed choice, with leaders consistently leading by example. - Published: 2023-07-07 - Finding - Evidence: Staff shared the culture, language, values and beliefs of South Asian people they supported, enabling meaningful choice and independence. - Published: 2023-07-07 - **governance** _(minor)_ - Evidence: Some policies needed reviewing to ensure they remained up to date. We discussed this with the registered manager, and the necessary reviews had begun. - Published: 2023-07-07 - **governance** _(minor)_ - Evidence: We highlighted to the registered manager that the content of the medicines audit was brief. They planned to review the content to ensure checks were comprehensive. - Published: 2023-07-07 - **record_keeping** _(minor)_ - Evidence: Although risks were regularly reviewed and changes documented, the separate risk assessment forms were not always updated. - Published: 2023-07-07 - Finding - Evidence: Community engagement activities protecting people from social isolation - Published: 2021-01-24 - Finding - Evidence: Quality monitoring through spot checks, satisfaction surveys, and audit processes with evidence of improvement actions taken - Published: 2021-01-24 - Finding - Evidence: Open and supportive management culture with regular staff meetings and board-level governance through trustee reporting - Published: 2021-01-24 - Finding - Evidence: Effective contingency arrangements ensuring missed calls were prevented; staff removed and retrained following single missed call incident - Published: 2021-01-24 - Finding - Evidence: Regular staff supervision, comprehensive induction, and ongoing training programme in place - Published: 2021-01-24 - Finding - Evidence: Personalised care plans reviewed regularly with involvement of people using the service; consent documented and held in the home - Published: 2021-01-24 - Finding - Evidence: Robust safe recruitment procedures including DBS checks, references, and structured interview assessments - Published: 2021-01-24 - Finding - Evidence: Strong safeguarding awareness: staff demonstrated knowledge of safeguarding and whistle-blowing policies, and reported concerns appropriately to local authority - Published: 2021-01-24 - Finding - Evidence: Culturally and linguistically appropriate care: staff matched to people by language and culture, including Bengali, Urdu, Punjabi and Arabic speakers - Published: 2021-01-24 - **record_keeping** _(minor)_ - Evidence: the level of detail recorded in the daily records were not detailed enough and included entries such as 'x was having back pain today'... There was no indication of how the care worker dealt with the concerns. - Published: 2021-01-24 - Finding - Evidence: Service held Investors in People Award and maintained professional links with NHS, social services, and community organisations. - Published: 2021-01-24 - Finding - Evidence: Open culture with accessible registered manager who conducted regular home visits and sought feedback via satisfaction surveys. - Published: 2021-01-24 - Finding - Evidence: Service actively supported people to maintain independence and access community activities and healthcare. - Published: 2021-01-24 - Finding - Evidence: Clear management structure with regular audits, spot checks, and quality monitoring systems in place. - Published: 2021-01-24 - Finding - Evidence: Staff were kind, caring, and culturally competent, supporting people's religious, linguistic, and cultural needs. - Published: 2021-01-24 - Finding - Evidence: Care plans were personalised, regularly reviewed, and developed with involvement of people and their relatives. - Published: 2021-01-24 - Finding - Evidence: Staff demonstrated strong knowledge of adult safeguarding, MCA principles, and people's individual needs. - Published: 2021-01-24 - Finding - Evidence: People felt safe and staff arrived on time, with regular staff allocated to ensure continuity of care. - Published: 2021-01-24 - **supervision_appraisal** _(minor)_ - Evidence: the supervision policy was not clear about frequency of supervision for staff to make easier for provider to verify and to monitor. - Published: 2021-01-24 - **infection_control** _(minor)_ - Evidence: one relative said, they noticed that sometimes staff did not wear apron and gloves, which they felt was inappropriate and may put people at risk of infection. - Published: 2021-01-24 ## Source Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-128226321 HomeCare Compass is an independent guide and is not affiliated with the CQC.