Archived: Nurse Plus and Carer Plus (UK) Limited - Unit 10 William James House

At the time of our inspection a registered manager was not in place. However, a manager had been appointed and they had submitted an application to be registered A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

People were supported safely as staff were knowledgeable about reporting any incidents of harm. There were a sufficient number of staff to provide care and recruitment procedures ensured that only suitable staff were employed. Risk assessments were in place and actions were taken to reduce these risks such as assisting people with their medicine and when supporting people when accessing the community. Arrangements were in place to ensure that people were supported and protected with the safe management of their medicines.

The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and report on what we find. People’s rights to make decisions about their care were respected. Staff were acting in accordance with the Mental Capacity Act 2005 so that people’s rights were being promoted.

People were supported to access a range of health care professionals and they were provided with opportunities to increase their levels of independence. Health assessments were in place to ensure that people were supported to maintain their health and wellbeing.

A staff training and programme was in place and procedures were in place to review the standard of staff members’ work performance. Staff were supported and trained to do their job.

Staff supported people with their individual nutritional and dietary requirements and meal planning.

People’s privacy and dignity were respected and their care and support was provided in a caring, dignified and patient way

People’s preferences and interests had been identified and they were supported with their daily routines.

A complaints procedure was in place and complaints had been responded to, to the satisfaction of the complainant. People could raise concerns with the staff at any time.

The provider had quality assurance processes and procedures in place to monitor the quality and safety of people’s care. People and their relatives were able to make suggestions in relation to the support and care provided.

Care and support plans were 'person centred' and people's needs were documented in detail. There were reviews in place to ensure that any changes to people's needs were met. People were involved in the planning and reviewing of their care and support.

The provider had ensured that there was information available for staff, regarding reporting safeguarding to the local authority safeguarding teams. Staff had received safeguarding training and information about how to report any incidents of abuse.

There were thorough staff recruitment procedures in place to ensure that only appropriate people were employed.

The agency had an effective system to deal with concerns and complaints that were raised by people using the service. People using the service regularly had access to the office staff to resolve any concerns that they had.

Managers that we spoke with, from establishments that the agency supplied nurses and healthcare workers to, were complimentary regarding the agency and its efficient and professional service. One manager commented that, 'The staff that the agency supplies are knowledgeable and trained in care issues'.

There were thorough staff recruitment procedures in place to ensure that only appropriate people were employed. Staff received an induction and ongoing mandatory training. Training also included safeguarding people so that staff were aware of their responsibilities and the accompanying reporting procedures.

Quality assurance procedures were in place to monitor the effectiveness of the agency's services. The opinions of people were regularly sought to ensure that any concerns or changes were identified and actioned.