Nash Homecare

Updated 24 August 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. At Nash Homecare the registered manager and provider are the same person. The service employs a manager who oversees the day to day management. They are referred to as the 'manager' through the report.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the registered manager would available to support the inspection.

Inspection activity started on 06 July 2021 and ended on 22 July 2021. We visited the office location on 22 July 2021.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. We sought feedback from the local authority commissioning and safeguarding team. All this information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with eight people who use the service, and four people's relatives about their experiences of the care provided. We spoke with six members of staff including the registered manager. We looked at a variety of records relating to the management of the service along with records relating to five people's care.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at further records relating to the management of the service along with people’s care records.

Updated 24 August 2021

About the service:

Nash Homecare is a domiciliary care agency providing care and support to people in their own homes. There were 70 people being supported with personal care at the time of our inspection.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People's experience of using this service and what we found:

People told us the care they received was invaluable and enabled them to remain both independent and maintain their dignity and respect. Staff had formed meaningful relationships with people which enhanced the care provided to them. Care was provided by a staff team who were enthusiastic and committed to providing exceptional care.

Staff knew people well and were instinctively able to provide care that was based on people’s choices and preferences. People were valued and listened to by staff who involved them in developing their care. Where complaints were raised these were swiftly managed and responded to.

People told us the service was safe and they felt at ease with the care provided. Risks associated with providing care to people were identified and managed safely.

People received care at the time and length agreed and were not rushed. Where people had assistance with their medicines, they received them when required.

Infection prevention and control (IPC) measures were effectively operated to keep people safe during the COVID-19 pandemic.

People’s needs were assessed before care was provided. People felt staff were trained and supported well and provided effective care. Where people required assistance with eating and drinking staff did so and sought support from healthcare professionals when needed.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Managers were aware of their responsibilities, were approachable, listened and acted. They had embedded and promoted an open and honest staff team culture to deliver personalised care to people. The staff team worked well within this culture and treated people equally well. Audits and governance systems were in place, although some further development was required around implementing improvements. People, relatives and staff were fully involved in how the service was run and their voice was listened to and acted upon.

Rating at last inspection

The last rating for this service was Good [published 8 September 2017].

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.