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Inter-County Nursing & Care Services Rustington Outstanding


Inspection carried out on 29 November 2018

During a routine inspection

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 carried out on 09 November 2015

During a routine inspection

Inter-County Nursing & Care Services Rustington provides care for people in their own homes. On the day of our visit the service was providing care to 56 people with a range of needs including those living with dementia and older persons. People were supported with personal care as well as support such as housework, night sleep overs and 24 hour care.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission 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 and associated Regulations about how the service is run.

People, and their relatives, said they felt safe with the staff. There were policies and procedures regarding the safeguarding of adults. Staff had a good awareness of the correct procedures to follow if they considered someone they provided care to was being neglected or poorly treated.

Staffing was organised so that people received a reliable service from regular staff. Sufficient numbers of suitably experienced staff were employed to meet the needs of the people the agency supported. Thorough recruitment processes were in place for newly appointed staff to check they were suitable to work with people who may be at risk.

People were supported by staff to take their medicines and this was recorded in their care records. Checks were carried out to ensure staff were competent to administer medicines and that staff were following the correct procedures.

Care records gave guidance for staff to support people safely. Risks to people were assessed and recorded. These included environmental assessments for people’s homes so staff knew any risks and what they should do to keep people and themselves safe.

There was suitable training, support and induction for staff so they could support people effectively. Staff told us they received regular training and that they did not provide support to people until they were confident to do so.

People told us their care workers obtained their consent when providing care and support. Staff had received training in the Mental Capacity Act (MCA)) 2005 and associated legislation. There was information in the staff handbook to guide staff if they thought a person lacked capacity to consent.

People were supported to eat and drink in line with their individual needs. The agency supported people to access healthcare professionals when needed.

People were supported by kind and caring staff. People were involved in expressing their views and said they were treated with dignity and respect. They were encouraged to be independent based on their individual needs. A complaints procedure was in place that enabled people to raise concerns.

People said their needs were regularly reviewed and they were consulted about the care they needed. People said they were treated well and with kindness.

The provider had a policy and procedure for quality assurance. The manager and senior staff carried out checks to help to monitor the quality of the service provided. Quality assurance surveys were sent out to people, relatives and staff each year by the provider to seek their views on the service provided by Inter County Nursing & Care Services Rustington.

Inspection carried out on 11 September 2013

During a routine inspection

We spoke with five people who used the service and two people who were representing people who used the service on the telephone following our visit to the service. We also interviewed four members of staff over the telephone.

People and their representatives were all complimentary about the service that they had received from Inter-County Nursing & Care Services Rustington. One person said, "The girls are terrific, they will do anything for me I only have to ask". Another person commented, "My carer knows exactly what I want her to do, I never have to ask her she is always one step ahead of me."

We found that people had planned care that met their needs. We also found that people�s consent had been obtained prior to treatment where appropriate.

We found that the service had followed safe recruitment processes. We saw that staff had been trained appropriately and supported to administer medications safely.

Inspection carried out on 23 July 2012

During a routine inspection

People expressed satisfaction with the agency and care workers who visited them. They said that care workers treated them with respect and that they felt safe with the care and support they received.

Everyone said that they had been given a copy of their care plan. Some people said that they had regular contact with the agency to review their care and that they had completed questionnaires about the quality of service provided.

Everyone who we spoke with said that care workers arrived on time for visits, and that their care workers stayed for the agreed length of their visit time.

Most of the people we spoke with told us that they received the same staff on a regular basis and that this had helped them to build up a relationship of trust with their care workers.

Everyone we spoke with said that care workers were friendly and helpful.

People told us that they had been consulted about the times of their visits.