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Inspection Summary


Overall summary & rating

Good

Updated 2 December 2017

The inspection took place on 5, 12 and 13 October 2017. The inspection was announced. The agency was last inspected in July 2015 and was found to be outstanding in caring and good overall. At this inspection we found that the service had maintained its good rating and continued to be outstanding in caring.

Ross Nursing Agency provides personal care to peoples in their own homes. At the time of the inspection they were supporting 70 people. This was a family run business and there was a registered manager in post who was the daughter of the previous manager and the provider. 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.

We found this to be a well run service. There was a good organisation and deployment of staff which meant that people received care from a consistent team who were reliable. There were sufficient staff to respond to people’s changing needs and any emergencies. There were robust systems in place to ensure that staff were properly recruited. Once in post staff were trained and their practice observed to check that they were working to the required standards. Specialist training was provided to ensure that staff had the skills to meet peoples individual health needs. Staff monitored people’s needs and sought advice from health professionals appropriately.

People were supported to have maximum choice and control of their lives. Staff knew people well and the care provided was person centred. Staff were kind and compassionate and provided people with care and companionship. People told us that care staff went beyond what would normally be expected and provided a highly individualised service.

Support was underpinned by detailed and informative care plans which were regularly reviewed. The agency communicated well with individuals and their relatives to ensure that the support was responsive to people’s needs. There was a complaints procedure and any concerns raised were dealt with in an open and transparent way.

The registered manager provided clear leadership and was well known to and assessable to people using the service and staff. People told us that the office team were helpful and proactive in responding to issues. There were quality assurance systems in place to monitor the quality of care which included seeking the views of people who used the service. Since the last inspection there had been a number of new initiatives and the registered manager had a plan to drive continued improvement at the service.

Inspection areas

Safe

Good

Updated 2 December 2017

The service remains Good.

Effective

Good

Updated 2 December 2017

The service remains Good

Caring

Outstanding

Updated 2 December 2017

The service remains Outstanding.

Responsive

Good

Updated 2 December 2017

The service remains Good.

Well-led

Good

Updated 2 December 2017

The service remains Good.