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Nationwide Care Services Ltd (Worcester) Good

Reports


Inspection carried out on 7 February 2020

During a routine inspection

About the service

Nationwide Care Services LTD (Worcester) is a domiciliary care service providing personal to 62 people living in the community at the time of the 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 were supported by staff who understood how to keep people safe and protect them from the risk of avoidable harm. People had skilled staff available to meet their needs. People’s risks were assessed, and staff understood the plans in place to guide staff. Staff followed safe systems for management of medicines when people needed support with this. People were protected from the risk of infection through staff following best practice infection control and prevention procedures. Systems were in place to investigate incidents and accidents to ensure lessons were learnt.

People's needs were assessed, and care was planned to meet legislation and good practice guidance. People were supported by staff who were trained and knowledgeable about people's needs and wishes. People had support with their meals as part of their identified needs. People were supported with accessing health care if 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 were being implemented to support this practice.

People were cared for by staff who treated them as individuals and up held their rights. Staff were kind and compassionate towards people and they enjoyed their company. People and their relatives felt involved and supported in decision making. People's dignity was respected, and their privacy maintained.

People and their relatives were positive about the service and the care provided. Staff had the information they needed to provide personalised support. People's concerns were listened to and changes made to improve the service. When people needed support at the end of their life staff were skilled and there were systems in place to provide quality support.

The manager and staff were open, approachable and it was important for them to provide quality care. People knew staff and the manager well and benefitted from good communication with them. People were supported by staff who were regularly monitored to ensure they provided quality care. Staff and the management team established good relationships with other professionals.

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

Rating at last inspection

The last rating for this service was good (published 2 August 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 re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 31 May 2017

During a routine inspection

The inspection took place on 31 May 2017 and was unannounced.

The service provides personal care to people living either in their own home or the home of a family member. At the time of the inspection, approximately 100 people used the service and a manager was in post. The manager had recently applied to become the registered manager. A registered manager 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 and associated Regulations about how the service is run.

People told us they felt safe around care staff who understood how to keep people safe. Care staff had received training and understood how to share their concerns. Care staff understood the risks to their health that some people lived with. They also understood how people needed support with their medicines. The manager also undertook their own checks to ensure people received the support they needed with their medicines.

People felt confident that care staff understood how to support them. Care staff received regular training and supervision so that they received the guidance they needed to support people. People’s consent was appropriately obtained by staff. Staff understood what is meant to explain how they supporting people and to respect a person’s decision if they declined support.

People received care from care staff who they knew and felt understood their care needs. People saw the same care staff regularly which enabled care staff to develop an understanding of people’s needs. People were offered choices in the meals care staff prepared for them. Care staff also understood the need to obtain further help if they became concerned for a person’s health.

People understood how to make a complaint. They understood they could speak to care staff or the administrative staff from the office. There was a system in place for responding to complaints and people felt assured that their complaint would be responded to.

People’s care and the quality of their care was being monitored. People’s experience of care was also being checked so that it met people’s day to day needs. Systems were being improved so that it met the registered provider’s expectations for how care should be delivered at the service.