Complete Care Services Nelson

Complete Care Services Nelson is a domiciliary care service providing personal care to adults with a range of support needs, in their own homes. 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. The service was providing personal care to 34 people at the time of our inspection.

People’s experience of using this service and what we found

Checks and systems were in place to support safe recruitment of staff, but we identified some areas of improvement. We have made a recommendation about this. People and their relatives confirmed the service was generally reliable and staff were punctual. Systems and processes safeguarded people from abuse and helped keep them safe. Medicines were managed safely, and the new electronic recording system improved oversight. Staff had a good understanding of infection prevention control and people received support to maintain their homes and equipment if required.

People and their relatives told us they were involved in the development of care records and took part in regular reviews. Staff had a robust induction, regular competency checks and ongoing training to ensure they had the skills and knowledge to care for people safely. Feedback was that staff respected people’s wants and wishes and supported them in a person-centred way. The service ensured people’s nutritional needs were met and concerns around health or well-being were escalated to the relevant professionals.

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.

Staff were caring and treated people well. People and their relatives praised the standard of care and were complimentary about the service and staff. Relatives said, “They are very courteous with [person] and treat them with respect” and, “It’s not just about completing the tasks, it’s the social needs as well. They have helped [person] maintain their skills.” One person using the service told us, “They are very friendly and know what they are doing. I feel very lucky having them help me.”

Detailed care records helped staff deliver personalised care and we saw evidence that people were supported to have choice and control over their lives. The service assessed people’s communication needs and made appropriate adjustments. Managers responded to concerns and complaints. Staff received training and input from community healthcare professionals; to help them care for people during end of life.

There was a positive culture that contributed to good outcomes for people. Staff enjoyed working for the service and gave positive feedback about the support they got from managers and colleagues. A staff member told us, “It’s an excellent service and I pride myself in my job.” The nominated individual and area manager spoke about ongoing improvements to the service.

Rating at last inspection

This service was registered with us on 19 January 2022 and this is the first inspection.

The last rating for the service under the previous provider was good, published on 6 November 2018.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Complete Care Services Nelson on our website at www.cqc.org.uk.

Why we inspected

The inspection was prompted due to Complete Care Services Nelson being a newly registered service.

The overall rating for the service is good based on the findings of this inspection.

Recommendations

We have recommended that the provider review their recruitment procedures in line with current guidance.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.