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Inspection summaries and ratings at previous address


Overall summary & rating

Outstanding

Updated 4 April 2019

About the service:

Nurseplus UK is a domiciliary care agency that provides personal care to people living in their own homes in the community. When we inspected they were providing the regulated activity, personal care, to 14 people in the Truro and surrounding areas in Cornwall.

The service provides care to people of all ages with a variety of care needs, such as learning disability, mental health, dementia and sensory needs. Staff supported people to access the local community, do their shopping and prepared meals. Some people received 24 hour care from staff at NurseplusUK to enable them to remain safely in their own homes.

People's experience of using the service:

• People were protected from potential abuse and avoidable harm by staff that had regular safeguarding training and knew about the different types of abuse.

• Staff went above and beyond their roles as carers to ensure people were protected further from risks in their own homes.

• People received outstanding service from Nurseplus UK in relation to the risks they may be exposed to by their accommodation and their method of heating their home.

• Risks to staff working alone late in the evening had been identified.

• The registered manager had provided staff with personal emergency alarms to further protect them when working alone in the community in the evenings.

• There were sufficient numbers of staff to meet people's needs. The provider ensured people had a consistent staff team.

• Medicines were managed safely to ensure people received them safely and in accordance with their health needs and the prescriber's instructions.

• People received effective care and treatment from competent, knowledgeable and skilled staff who had the relevant qualifications to meet their needs. The provider had a good system to monitor all staff had regular training and refresher training to keep them up to date with best practice. Training methods included online, face to face training and competency assessments.

• Staff provided some shopping services for people. There were procedures in place to ensure that people’s money was protected and managed safely.

• Staff treated people with kindness, compassion and were respectful. Staff interacted well with people and their relatives when providing care.

• One relative told us that she lived out of county and when she visited her relative, she felt ‘she was not needed’ as the carers were so attentive.

• People, and where appropriate their representatives, were involved in decisions made about their care. The management team from Nurseplus UK had visited people prior to them receiving care visits, to discuss their care needs and to develop a care plan. Where necessary, they sought external professional help to support decision-making for people.

• The registered manager was very keen to ensure the service was as responsive to the needs of the people they supported as they could possibly be. The service was outstandingly responsive to people’s needs.

• One person told us they had only the night before, made an out of hours request for a carer to visit them the following morning to give them a shower; this was acted upon swiftly and accommodated in line with the relative’s request.

• Staff knew the people they supported well, several people had had a

relationship with Nurseplus UK for many years. Staff were aware that some people were isolated and lonely alone at home. Staff put forward a suggestion that they set up the ‘Young at heart club’.

• The ‘Young at heart club’ was held in the service offices once a month and people were bought in, by staff, to enjoy tea, cake and the company of others. A variety of information and offers of support and advice would be provided at the events to further enhance their quality of life.

• There was a complaints policy and process in place which people were aware of.

• Staff were provided with specific end of life care training.

• Staff often stayed on at people’s homes supporting the fam

Inspection areas

Safe

Outstanding

Updated 4 April 2019

The service was exceptionally safe

Details are in our Safe findings below.

Effective

Good

Updated 4 April 2019

The service was effective

Details are in our Effective findings below

Caring

Good

Updated 4 April 2019

The service was caring

Details are in our Caring findings below.

Responsive

Outstanding

Updated 4 April 2019

The service was exceptionally responsive

Details are in our Responsive findings below

Well-led

Good

Updated 4 April 2019

The service was well-led

Details are in our Well-Led findings below.