Archived: Nwando Domiciliary Care

Updated 1 September 2025

Date of Assessment: 17 September 2025 to 18 September 2025. Nwando domiciliary care service, provides the regulated activity of personal care to people who live in their own houses, flats and within specialist housing schemes. The service also provides reablement. Reablement is a short-term intensive programme of support that helps people regain their independence and confidence after an illness, injury, or disability or hospital stay for up to 6 weeks.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care which is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of this assessment, the domiciliary care service was providing a service to a total of 242 people, of which 146 people were receiving ‘personal care’ support. We carried out this assessment due to concerns about the quality and safety of the care being provided.

Lessons were not routinely learnt to continually identify and embed good practice. Staff did not routinely contact and inform the provider and leadership team where there were incidents and events of concern. Improvements were required relating to the management of medicines and to the provider’s governance arrangements.

Staff followed the provider’s safeguarding procedures and demonstrated a good understanding of how to keep people safe. People’s needs were assessed prior to their admission to the service and people confirmed they had been involved in the process. Risks to people had been identified and mitigated; and people told us they felt safe using the service. People's care plans identified their needs and described how care should be delivered to meet identified needs. The service worked well with external healthcare professionals and services to ensure people’s ongoing healthcare needs were met.

Staff recruitment records demonstrated most relevant checks were completed before a new member of staff started working at the service. Newly employed staff received an induction and were given the opportunity to ‘shadow’ more experienced staff. Staff received formal supervision. Staff told us they felt valued and appreciated by the provider and the domiciliary care agency were a good employer.

We identified 2 breaches of regulation in relation to the management of medicines and governance arrangements. We have asked the provider for an action plan in response to the concerns found at this assessment.

Updated 1 September 2025

We received variable feedback from people and their relatives about inconsistencies with call visiting times.

People were frustrated their care calls were late and not all staff stayed for the scheduled time agreed with the service. People and their relatives knew how to raise concerns. However, some relatives told us they were frustrated as having raised a concern, particularly relating to staff call visiting times, raising the issue had not always improved the situation in the longer term.

The provider's ethos, vision and values were person-centred to make sure people were at the heart of the service. People using the service and those acting on their behalf were consistently positive about the quality of the service they received, with the exception of call visiting times. They told us staff that supported them were kind and caring. People said they received respectful care that maintained their dignity and encouraged their independence.People and relatives stated they felt safe when staff visited theirs or their family member’s home environment.