During this inspection we looked at how well people were being supported. How the agency ensured staff had the necessary knowledge and equipment for the prevention and control of infections. Had the knowledge and skills to ensure medication was managed safely in people's homes. How the service ensured staff worked in sufficient numbers and had the necessary competency levels to meet the needs of people receiving support from the agency. We also looked at what quality monitoring systems were in place. In addition we looked at how information was recorded to ensure it reflected the needs of people using the agency.
Information we gathered during the inspection helped answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?
Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the agency, staff supporting them, and from looking at records. This helped us to gain a balanced overview of what people experienced receiving support from Napier Homecare.
If you wish to see the evidence supporting our summary please read the full report.
Is the service safe?
People told us that they felt safe. We were told that staff were kind and caring. People also told us they felt respected by the staff who supported them and that their dignity was protected. Comments included, 'They have been coming to me for some time. They are all patient and very kind'. Also, 'I look forward to seeing them they are good company'.
Staff had the knowledge, skills and protective equipment to ensure people were protected from the risk of infection. Staff told us they collected gloves and aprons on a weekly basis from the office to enable them to carry out their roles safely.
Staff had received training and support in medication management which meant that people received their medication safely.
People were safe because staffing levels were assessed and monitored to ensure they were sufficient to meet people's needs.
Is the service effective?
People were receiving care and support usually from the same staff who understood their needs, so that it was delivered at the right time in ways they wanted. One person told us, 'We like the way we get the same staff. It's important to get to know the people coming into your home'.
People's health and care needs were assessed with them, and they were involved in writing their plans of support they required at home. We saw evidence of this when looking at peoples care and support plans. They were up to date and reflected their current support needs. One person said, 'They always check what needs to be done and ask if everything is ok when they come here.'
Is the service caring?
We spoke with people being supported by the service. We asked them for their opinions about the staff who supported them. Feedback from people was positive, for example; "Can't fault them one bit. Couldn't ask for better staff'. Also, "I really I look forward to their visits they are all very caring'.
When speaking with staff they demonstrated their commitment to provide quality care for people they supported. Comments included, 'I hadn't done this type of job before but it's so rewarding and people really appreciate the care you are providing in their own home'. Also, 'I've worked in care for a long time. I wouldn't still be doing it if I didn't want to care for people'.
Is the service responsive?
People's care and support needs were assessed with them, and they were involved in the development of their plans of support. We saw care plans were up to date and reflected peoples current support needs. One person said, 'They always check what needs to be done and ask if everything is ok when they come here'.
The agency listened to what people's choices were in order to respond to the level of care and support identified. One person told us, 'It was difficult when I lost my relative but the staff were really supportive and changed the times they came. This really helped me get through'.
Is the service well led?
There were a range of audits and systems put in place in by the manager to monitor the quality of the service being provided. This helped to ensure people received a high standard of service delivery.
Comments we received from people using the agency and by talking with staff, confirmed their views on the service were regularly sought. Staff told us the manager constantly communicated with them and informed them of changes where necessary. Comments included, 'There are regular spot checks. It keeps you on your toes'. Also, 'I feel I could comment on anything I was not sure about or unhappy about. I have the confidence it would be listened to and acted on'.