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Inspection Summary

Overall summary & rating


Updated 4 April 2019

About the service: NL Group Limited is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older and younger adults who may be living with dementia, physical disability or learning disabilities or autistic spectrum disorder. At the time of the inspection, they were providing a regulated activity of personal care and support to 27 people.

This service provides care and support to a person living in a ‘supported living’ setting, so that they can live as independently as possible in their own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

People’s experience of using this service: Staff were kind, caring and passionate about their role and people were happy with the support provided. Staff were skilled and provided person-centred care to meet people’s needs.

The outcomes for people using the service reflected the principles and values of Registering the Right Support in the ways staff promoted inclusion, choice and control and supported people to gain new skills and become more independent.

People were supported by a consistent team and new staff were introduced at a time and pace that worked for people and their families. People were protected from avoidable harm and abuse by staff who could identify and report safeguarding concerns. People’s medicines were administered as prescribed and this was closely monitored. Staff understood people’s needs and risks to their safety. Risk assessments guided staff on how to safely meet people’s needs.

Staff were respectful and built trusting relationships with people. They supported people to maintain their dignity and independence.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff were trained in mental capacity legislation and understood their responsibilities. They gained consent before providing care and supported people to make their own decisions and choices.

Care plans contained current and personalised information that supported staff to provide person-centred care. Staff worked with professionals and responded to their advice, to ensure people’s needs were met. People were encouraged to pursue their hobbies, interests and to maintain important relationships. Staff were compassionate when providing end of life care and supported people to have pain-free, dignified deaths.

People were confident their concerns or complaints would be addressed promptly and processes in place aided this.

The registered manager used their experience to provide a high-quality, person-centred service. They had an open and honest approach and supported staff professionally and personally. The registered manager used audits to monitor the quality and safety of the service. They listened to people’s feedback and responded to issues and concerns to continually improve the service.

For more details, please see the full report which is on the CQC website at

Rating at last inspection: At the last inspection the service was rated Good (published 13 August 2016).

Why we inspected: This was a planned inspection based on the rating at the last inspection.

Follow up: We will continue to monitor this service and inspect in line with our re-inspection schedule or sooner if we receive information of concern.

Inspection areas



Updated 4 April 2019

The service was safe.

Details are in our Safe findings below.



Updated 4 April 2019

The service was effective.

Details are in our Effective findings below.



Updated 4 April 2019

The service was caring.

Details are in our Caring findings below.



Updated 4 April 2019

The service was responsive.

Details are in our Responsive findings below.



Updated 4 April 2019

The service was well-led.

Details are in our Well-Led findings below.