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Nightowls Home Care Requires improvement

The provider of this service changed - see old profile

Inspection Summary


Overall summary & rating

Requires improvement

Updated 4 July 2019

About the service

Nightowls Home care is a domiciliary care agency which provides personal care to older people living in their own homes within Colchester and Mersea Island.

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

People’s medicines were not always managed safely. People were cared for by staff who had a good understanding of how to keep them safe, however not all individual risks had been identified or recorded to provide guidance to staff. Staff were recruited safely, there were enough staff to meet people’s individual needs and care visits were carried out as required. Systems required further development to ensure that any issues were recorded, learning was identified, and action taken to make improvements.

Staff had received some training to support people effectively, however practical moving and handling and training to meet people’s specific health needs had not been provided. People’s nutritional needs were met, and people’s health was well managed. Staff had links with health professionals which promoted positive outcomes for people. People were actively encouraged to make day to day decisions.

People were cared for by staff who maintained their privacy and dignity. Staff knew people well were kind and compassionate. Positive relationships had been formed between staff and people using the service and people were encouraged to maintain their independence.

People, relatives and staff were positive about the registered manager and how the service was managed. Some concerns raised at the previous inspection had not been addressed. The oversight and governance of the service required review to ensure that any issues were identified and rectified to ensure the service continuously improved.

We have made a recommendation about medicines management, training and the implementation of the Accessible Information Standard.

Rating at last inspection and update

The last rating for this service was requires improvement (published 25 May 2018).

The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection, enough improvement had not been made or sustained and the provider was still in breach of regulations.

The service remains rated requires improvement. This service has been rated requires improvement for the second time.

Why we inspected

This was a planned inspection based on the previous rating.

Enforcement

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

Follow up

We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

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

Inspection areas

Safe

Requires improvement

Updated 4 July 2019

The service was not always safe.

Details are in our safe findings below.

Effective

Requires improvement

Updated 4 July 2019

The service was not always effective.

Details are in our effective findings below.

Caring

Good

Updated 4 July 2019

The service was caring.

Details are in our caring findings below.

Responsive

Requires improvement

Updated 4 July 2019

The service was not always responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 4 July 2019

The service was not always well led.

Details are in our well led findings below.