# BBC CARE SERVICE LIMITED- Walton on Thames branch (New)

*Operated by BBC Care Service Limited.*

BBC CARE SERVICE LIMITED- Walton on Thames branch (New) is a CQC-regulated home-care agency in Walton-on-thames.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 01/12/2025

## Practical info

- Postcode: KT12 1RZ
- Registered manager: Kabali, Milley
- Local authority: Surrey
- Region: South East
- City: Walton-on-thames
- Last CQC check: 01/Dec/2025 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting people to express their views and be involved in decisions about their care
  - Published: 2023-07-05
- Finding
  - Ensuring people are well treated; respecting equality, diversity, privacy, dignity and independence
  - Published: 2023-07-05

### effective

- Finding
  - Supporting people to eat and drink; working with other agencies; accessing healthcare
  - Published: 2023-07-05
- Finding
  - Assessing people's needs and choices; delivering care in line with standards
  - Published: 2023-07-05
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-07-05
- Finding
  - Ensuring consent to care and treatment in line with law and guidance (MCA)
  - Published: 2023-07-05

### Other

- Finding
  - Evidence: Infection prevention and control practice was good; staff had access to appropriate PPE and were trained in IPC and food hygiene.
  - Published: 2023-07-05
- Finding
  - Evidence: Good partnership working with GPs, community nursing teams, social workers and an external social care consultant to drive improvement.
  - Published: 2023-07-05
- Finding
  - Evidence: Positive, open culture with staff feeling supported and able to speak up; relatives felt informed and involved in care planning and reviews.
  - Published: 2023-07-05
- Finding
  - Evidence: Staff received appropriate training including Care Certificate elements, practical competency assessments and condition-specific training such as dementia and MH awareness.
  - Published: 2023-07-05
- Finding
  - Evidence: No missed care visits since the last inspection; rosters allowed sufficient travel time and staff lateness was effectively managed.
  - Published: 2023-07-05
- Finding
  - Evidence: Safe recruitment practices now in place including DBS checks, employment history, references and application forms, resolving the previous Regulation 19 breach.
  - Published: 2023-07-05
- Finding
  - Evidence: Medicines management improved significantly since last inspection; staff signed MAR records and were competency assessed, with no ongoing breach of Regulation 12.
  - Published: 2023-07-05
- Finding
  - Evidence: Staff treated people with kindness, dignity and respect; relatives described staff as 'very helpful, patient and very friendly', 'good as gold' and 'very caring'.
  - Published: 2023-07-05
- **end_of_life_care** _(minor)_
  - Evidence: Not all people had relevant information around their interests, life stories or advanced care wishes included in their care plans.
  - Published: 2023-07-05
- **incident_learning** _(moderate)_
  - Evidence: Incidents were analysed in isolation without looking at possible trends. It was also unclear how the provider's safeguarding policy was considered when assessing individual circumstances.
  - Published: 2023-07-05
- **care_planning** _(moderate)_
  - Evidence: Not all people had relevant information around their interests, life stories or advanced care wishes included in their care plans despite this being addressed as an area of need.
  - Published: 2023-07-05

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-07-05
- Finding
  - Supporting people to maintain relationships and avoid social isolation
  - Published: 2023-07-05
- Finding
  - Meeting people's communication needs
  - Published: 2023-07-05
- Finding
  - Planning personalised care to ensure people have choice, control and meet their needs; end of life care
  - Published: 2023-07-05

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-07-05
- Finding
  - Preventing and controlling infection
  - Published: 2023-07-05
- Finding
  - Staffing and recruitment
  - Published: 2023-07-05
- Finding
  - Using medicines safely
  - Published: 2023-07-05
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-07-05
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-07-05

### well_led

- Finding
  - Working in partnership; duty of candour
  - Published: 2023-07-05
- Finding
  - Promoting a positive, person-centred, open and inclusive culture; engaging people and staff
  - Published: 2023-07-05
- Finding
  - Managers and staff clear about roles; quality performance, risks and regulatory requirements; continuous learning
  - Published: 2023-07-05

## 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/1-8385551575

HomeCare Compass is an independent guide and is not affiliated with the CQC.