Archived: Nurse Plus and Carer Plus UK Limited - Suite 34 Stonley Court

We were told that the service was providing personal care for 40 people in their homes. We read five care plans. We reviewed the care of people of varying needs and levels of complexity. Where the person was unable to speak to us we discussed their care with their nominated person which in all cases was a family member.

The agency was registered for nursing and personal care but was only carrying out personal care.

We visited people in their homes received personal care and spoke with people over the telephone in order to ask them their view of the service they received. We spoke with six people and seven relatives. We also spoke to a health professional with knowledge of the service.

We found people's consent was being sought to ensure that they were in agreement and where this was not possible their nominated person was consulted.

We found that people's care needs were being met and the care plans reflected the care being given.

We found that there was enough staff to meet the current need on the service. Staff were suitably trained to provide safe and appropriate care.

We found there was a suitable and responsive complaints process in place. People were further protected as the agency changed policy and practice as appropriate in response to the issues raised.

People we spoke with were pleased with the service they received. They found the organisation and the staff professional and competent. People felt involved in the development and review of their care plans. They told us they knew how to make a complaint although they had not needed to.

Everyone we spoke with thought that staff were polite and respectful. One person said 'new staff are always introduced before they visit me on their own'.

We saw staff completed an appropriate induction when they joined the company. They went on to complete mandatory training as required and person specific training if necessary. We saw there were robust support systems in place for the care workers and branch managers. We were told staff had safeguarding adults (and children where relevant) training. The registered manager told us about the procedures in place if they needed to make a safeguarding alert to the local council.

We saw the company had robust systems in place to monitor the quality of the service and action plans in place to monitor improvements required following audits.