Complete Nursing Services Ltd

Updated 20 November 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

We visited the office location on 9 October 2018 to meet with the management team and review records and policies and procedures. We gave the service notice of the visit because we needed to be sure that staff would be available to see us. The inspection team consisted of one inspector.

On this occasion, we had not asked the provider to send us a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. However, we offered the provider the opportunity to share information they felt relevant with us.

We reviewed information we held about the service such as notifications, which are events, which happened in the service that the provider is required to tell us about, and information that had been sent to us by other agencies. We looked at the service’s statement of purpose and service user guide.

We spoke with two people using the service and four relatives by phone to get their views on the care provided. We also spoke with three care workers by phone. When we visited the office we spoke with the registered manager and the head of human resources who make up the management team and are referred to as 'the managers' in this report.

We looked at records relating to all aspects of the service including care, staffing, and quality assurance. We also looked at four people’s care records and three care workers recruitment files.

Updated 20 November 2018

We inspected this service announced on 9 October 2018.

Complete Nursing Services Ltd is a domiciliary care service providing personal care to adults including those living with dementia and physical disabilities. At the time of this inspection there were 13 people using the service who were receiving personal care. The service’s offices are in Alvaston, Derby.

The service was previously inspected on 21 September 2017 where it was rated as ‘Requires Improvement’. There were no breaches but some areas were in need of improvement. These improvements have now been made which support our new rating of ‘Good’.

The service had a registered manager. This 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 2008 and associated Regulations about how the service is run.

People and relatives told us the service was safe and the staff trustworthy and reliable. Care workers knew the people they supported well and understood where they might be at risk and what do to if they had concerns about their safety. The service was never short of care workers and people always got the support they needed.

People and relatives made many positive comments about the caring nature of the managers and care workers. The staff team was stable and established which meant people had regular care workers they could get to know well. People were involved in making decisions about their own care and support and contributed to or wrote their own care plans. They were treated with dignity and respect and their privacy maintained.

Care workers assisted some people with their medicines. People and relatives said there had been no issues with this and they were satisfied people’s medicines were managed safely. Care workers protected people from infection by wearing protective clothing, including disposable aprons and gloves, and keeping the home environment clean for them.

People and relatives said care workers had the skills and experience they needed to provide effective care and support. Care workers said they were satisfied with the range of training opportunities available to them. Records showed care workers completed a range of general and specific training courses to ensure they could meet people’s needs.

Care workers supported some people with their meals and information about people’s diets and how their food was to be prepared was in their care plans. Care workers supported people to access healthcare services where necessary and people and relatives said they knew what to do and who to contact if a person was ill. Improvements have been made to the way in which people and their families, where applicable, consented to the care and support provided in line with the principle of the Mental Capacity Act 2005.

People and relatives told us the service provided high-quality care. The positive culture of the service and its focus on people having a say in their own care and support was evident. The managers were knowledgeable about all the people using the service and their care and support needs. They told us they wanted the service to remain small as this did not want to lose this close contact with people, relatives, and care workers.

The managers carried out a series of audits and checks to ensure the service was running effectively. People told us the managers kept in regular contact with them to ensure they were engaged and involved with the service. Care workers said the managers were supportive and caring. Managers and care workers continuously learnt, improved and innovated to ensure the sustainability of the service.