Background to this inspection
Updated
14 November 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was completed by one inspector and one 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 service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave 48-hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 25 September and ended on 26 September. We visited the office location on 25 September.
What we did before the inspection
We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections and we used this information to plan our inspection.
During the inspection
We spoke on the phone with five people who receive care from the service and with five other people’s relatives. We also spoke with three members of staff, including the registered manager. We reviewed the care plans and records for three people and looked at the staff recruitment files for three staff members. In addition, we also looked at records relating to the management and quality assurance of the service, including records of compliments and complaints.
Updated
14 November 2019
About the service
Nurseplus UK is a domiciliary care agency providing personal care to 18 people at the time of the inspection in their own homes.
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 and their relatives told us they felt the service provided safe care. People felt the staff were well-trained and knew how to meet their needs. We received positive feedback about how kind and caring the staff were.
Care plans included information about people’s assessed needs and wishes. The information was concise and contained clear directions for staff to ensure they delivered the care the person wanted and needed.
Where people had support with preparation of food and drinks, they told us they were happy with what the staff prepared for them.
If people had concerns or complaints, they knew who they could contact to raise these with. People and their relatives told us they would feel happy to contact the office and they felt their concerns would be acted upon.
People or their representative were involved in discussions and decisions about their care. People were supported to have choice and control of their care 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.
Where staff were required to administer medicines, there were clear guidelines in place for staff to follow to ensure these were given safely.
Risks to people’s safety and wellbeing were assessed and risk reducing measures were documented in their care plans for staff to follow.
Staff were recruited following safe recruitment processes. These included the employer obtaining character, employment and background checks.
Staff received training in different formats, this included online learning and face to face sessions. Staff competencies were checked through direct observations and their performance was discussed at regular supervision meetings.
The registered manager had a good overview of the service. Audits were completed, and surveys were given to people, their relatives and staff. The registered manager conducted thorough investigations of any safeguarding concerns which were brought to their attention.
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 14 January 2017)
Why we inspected
This was a planned inspection based on the previous rating.
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.