We undertook an announced inspection of Northwood Nursing and Care Services Limited. We told the provider two working days before our visit that we would be coming because the location provided a domiciliary care service for people in their own homes and the registered manager and staff might be not be available to assist with the inspection if they were out visiting people.Northwood Nursing and Care Services Limited provides a range of services to people in their own home including personal care. People using the service had a range of needs but were mainly older people, some of whom were living with dementia. At the time of our inspection 48 people were receiving personal care in their home. People were paying for their own care and the support offered to them could be short or long term including providing 24 hour live in care and support to the person.
There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
During our last inspection on 12 and 13 November 2015 the provider was not meeting the legal requirements in relation to ensuring people safely received their medicines, that risk assessments clearly outlined any identified risk to the person and/or others and the quality monitoring systems in place had not effectively picked up any issues in relation to medicines management and risk assessments. At this inspection we found that improvements had been made in these areas in order to meet the regulations.
Medicine Administration Records (MARS) were audited to ensure care workers were signing when they had administered medicines to people using the service. The medicine policy and procedure had been reviewed and it outlined the different types of medicine support given to people. Care workers followed the information recorded in people’s care plans.
The general risk assessment had been updated and identified risks were recorded so that care workers knew how to safely support people.
Audits and checks had improved and were regular to ensure any areas of improvement were identified and action taken to ensure people received a quality service.
Regular office meetings were held with different staff members to ensure there was constant communication about tasks that needed to be completed and to ensure everyone had up to date information about people who used the service and care workers.
People and their relatives gave us complimentary comments about the service they received. People felt happy, safe and well looked after.
People's needs were assessed and care was planned to meet these needs. People’s needs were regularly reviewed.
There were appropriate procedures to safeguard people and the staff were aware of these.
The care workers usually arrived on time and stayed for the agreed length of time. People had the same regular care workers.
People had consented to their care and treatment and were involved in decisions about their care.
People's healthcare needs were recorded and the care workers and senior staff liaised with other professionals to make sure these were met.
There was an appropriate complaints procedure and complaints were investigated and acted on.
Care workers received inductions, training and support. They enjoyed working for the provider and they felt they had the information and support they needed to care for people. They had been recruited in an appropriate way and their work was checked to assess how they were working. This was done through observing them in people’s homes, meeting with them to discuss their work and asking for feedback from the people who used the service.