Background to this inspection
Updated
16 December 2020
The inspection
As part of a pilot into virtual inspections of domiciliary and extra-care housing services, the Care Quality Commission conducted an inspection of this provider on 6 November 2020. The inspection was carried out with the consent of the provider and was part of a pilot to gather information to inform CQC whether it might be possible to conduct inspections in a different way in the future. We completed this inspection using virtual methods and online tools such as electronic file sharing, video calls and phone calls to gather the information we rely on to form a judgement on the care and support provided. At no time did we visit the provider’s or location’s office as we usually would when conducting an inspection.
Inspection team
The inspection was carried out by an inspector, a CQC pharmacist specialist and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The provider’s nominated individual was also the manager registered with the Care Quality Commission. This means they are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the registered manager would be in the office to support the inspection.
Inspection activity started on 6 November 2020 and ended on 18 November 2020.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all this information to plan our inspection.
During the inspection
We spoke with ten people who used the service and seven relatives about their experience of the care provided. We spoke with nine members of staff including the registered manager, deputy manager, training manager, care coordinator, senior care worker and care workers. We also received electronic feedback from four care workers and two professionals involved with the service.
We reviewed a range of records electronically. This included seven people’s care records, risk management plans, daily communication records and medicine administration records. We looked at three staff files in relation to recruitment and reviewed records relating to the management of the service including quality audits, policies and procedures
Updated
16 December 2020
This report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.
About the service
Ross Nursing Services Limited is a domiciliary care agency which is registered to provide personal care to people in their own homes. Support is provided to children, younger adults, older people, people with an eating disorder, living with dementia, mental health support needs, physical and sensory impairments and learning disabilities and/or autistic spectrum disorder. At the time of our inspection the service was providing care and support to 49 adults, of which 36 people received the regulated activity of personal care.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People’s experience of using this service and what we found
People using the service and their relatives were happy with the care and support they received and said it met their individual needs. They described positive and enabling relationships with their care workers and the management team and being involved in making decisions about their care arrangements.
People were safely cared for. Care workers understood how to protect and safeguard people. Risks to people were assessed and mitigated, which reduced the risk of harm. Where people required support with their dietary needs, health and with their medicines, this was done safely. Infection control processes protected people from the risks of cross infection.
People’s care needs were assessed and planned for. Care plans contained person- centred information that reflected individual choices and preferences. These were kept under regular review.
There were enough care workers safely recruited, trained and supported appropriately to cover the scheduled visits to people. People and relatives confirmed they were supported by care workers they were familiar with. Effective systems were in place to monitor whether the visits took place as planned.
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.
Effective systems for managing the service and monitoring quality and safety were in place. People were asked for their views and their feedback used to improve the service and make any necessary changes. People and relatives were complimentary of the service they received, approach of their care workers and the management team and said they would or had recommended the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 1 December 2017).
Why we inspected
This was a planned pilot virtual inspection. The report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the provider.
The pilot inspection considered the key questions of safe and well-led and provided a rating for those key questions. Only parts of the effective, caring and responsive key questions were considered, and therefore the ratings for these key questions are those awarded at the last inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Ross Nursing Services Limited on our website at www.cqc.org.uk
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.