Nationwide Care Services Ltd (Wolverhampton)

Updated 1 August 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was carried out by 1 inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the Wolverhampton area.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations. At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 24 hours' notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 27 June 2023 and finished on 29 June 2023. We visited the location's office on 27 June 2023.

What we did before the inspection

We reviewed information we had received about the service since our last inspection, including notifications the provider had sent to us and information we had received from the public. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.

During the inspection

We spoke with 5 people and 7 relatives. We also spoke with the nominated individual, the registered manager and 5 care staff. We looked at the care records for 14 people. We checked the care people received matched the information in their records. We looked at records relating to the management of the service, including audits carried out within the service. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

Updated 1 August 2023

About the service

Nationwide Care Services Ltd (Wolverhampton) provides personal care to people living in their own homes. There were 106 people using the service at the time of our inspection.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

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

Records were not always regularly reviewed or updated when needed, some individual care plans were not always in place. Although there were enough staff, improvements were needed to ensure people received consistent care from staff and their calls were on time.

The systems in place did not always identify areas of improvement so that action could be taken to make changes.

People were not always supported to have maximum choice and control of their lives and staff did not always support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not always support this practice.

There were safeguarding procedures in place that were followed when needed. Medicines were administered to people safely and as prescribed. Infection control procedures were followed. People and relatives were happy with the care they received and spoke positively about the company.

People’s care was individual, and their preferences were considered. They were encouraged to remain independent and supported with dignity and respect.

People had access to health professional when needed. They were supported with eating and drinking and to pursue their hobbies and interests. We were notified of significant events within the service and staff felt involved and listened to. The complaints policy was followed when needed.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 8 November 2021, and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Enforcement and Recommendations

We have identified breaches in relation to governance systems at the service. This included how the provider assessed and monitored quality to ensure improvements were consistently made when required.

Please see the action we have told the provider to take at the end of this report.

Follow up

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