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Inter-County Nursing & Care Services Rustington Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 5 March 2019

About the service: Inter-County Nursing and Care Services Rustington provides care and support to older people living in their own homes. At the time of this inspection 70 people were being supported with their personal care needs.

People’s experience of using this service:

Without exception people and their relatives said that the service provided by Inter-county nursing and care services, Rustington was of an exceptionally high standard. People were extremely confident with the service and spoke very highly about how well the agency was managed by a dedicated registered manager and team of very caring staff.

We reviewed 'five-star' reviews left on an NHS website by relatives of people who had received a service of, “Efficiency with professional care and compassion” from “Excellent staff.". Consistently positive feedback was provided by relatives which demonstrated people were cared for deeply by genuinely kind and compassionate staff who were totally dedicated and committed to ensuring that people received the care they needed and wanted.

People and their relatives said how the agency was responsive to their individual circumstances and situations which gave them reassurance and peace of mind that their loved ones were well cared for. End of life care was provided in a deeply compassionate and gentle way by staff who cared. Relatives said they would “highly recommend” the agency to others. One relative said, “They [staff] have the knowledge of years of experience to advise what is needed without being overbearing and also they care which is what anyone wants when someone you love is not well. I can highly recommend.”

People received very personalised care and support from a very dedicated and reliable workforce who were led by a very professional and competent management team. The registered manager consistently went above and beyond to provide a service that was centered around the needs of people. They maintained their professional knowledge and commitment to people and had received an award to recognise this level of commitment and dedication.

Staff demonstrated a depth of compassion and empathy and genuinely cared for people they supported. People felt they mattered. Positive relationships were developed between staff and people, with people saying they always felt respected by staff and that their privacy and dignity were maintained.

The service was safe, with systems and processes which ensured that any concerns were reported to appropriate authorities without delay.

A personalised approach was evident, with the management and staff team ensuring that people received the care they needed and wanted that met their expectations and preferences.

Staff were well trained and competent in their roles.

People had enough to eat and drink. Staff provided support as required to ensure that people's dietary needs were met.

People had access to health and social care services as needed. The staff and management team provided strong support and worked openly and professionally with external professionals which supported people to receive a coordinated and consistent service.

Rating at last inspection: Good [Last inspection report published 30 December 2015].

Why we inspected: We completed a planned inspection based on the previous rating of Good.

Follow up: We will review the service in line with our methodology for 'Good / Outstanding' services.

Inspection areas

Safe

Good

Updated 5 March 2019

The service was safe

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Details are in our Safe findings below.

Effective

Outstanding

Updated 5 March 2019

The service was exceptionally effective

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Details are in our Effective findings below.

Caring

Good

Updated 5 March 2019

The service was caring

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Details are in our Caring findings below.

Responsive

Outstanding

Updated 5 March 2019

The service was exceptionally responsive

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Details are in our Responsive findings below.

Well-led

Outstanding

Updated 5 March 2019

The service was exceptionally well-led

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Details are in our Well-led findings below.