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Nationwide Care Services Ltd (Nottingham) Good

Inspection Summary

Overall summary & rating


Updated 20 October 2018

The inspection took place between 19 to 25 September 2018 and was announced. At the last inspection we rated the service overall as ‘Requires improvement’ at this inspection we saw the required improvements had been made in safe and effective. Within well led the improvements we required at the last inspection had been made, however other areas of concern were raised in the well led domain.

This service provides care at home to older adults and younger adults living with a range of health conditions and needs to live independently in the community within the Nottingham area. CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of our inspection, 140 people were receiving personal care as part of their care package.

Nationwide Care Services Ltd had not got a registered manager, however, the provider had recruited a manager who was due to commence their role in October 2018. During the managers absence the service had been overseen by the regional 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 2008 and associated Regulations about how the service is run.

The out of hours service was not always responsive to meet people’s needs in messages being shared or in supporting staff when the office was closed. Communication was not always offered to provide people with information about their weekly calls. Some staffs travel time had an impact on them not being able to meet the required call times.

Staff felt supported by the regional manager and the local office staff. Supervisions and local team meetings provided staff with the support they required for their roles. Partnerships had been developed with health and social care professionals. Complaints had been responded to.

People received support from regular staff or small teams of staff. All staff had received the correct recruitment checks to ensure they were safe to work with people. Staff had received training in how to protect people from harm and how to reduce the risk of infections. Risk assessments had been completed and guidance was provided. Medicine was managed safety and lessons had been learnt when errors had occurred, the changes made had driven improvements.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff ensured they obtained consent before providing care. Staff had received training for their role and additional training was available to reflect individual needs. People were supported with their meals and followed guidance from health care professionals to support people’s health care needs.

Staff provided regular support to people which had enabled relationships to be developed. People felt able to continue to have a level of independence supported by the staff. Their dignity was maintained and staff showed respect for people. Information was stored to maintain confidentiality and the information detailed the care agreed to be provided.

Care plans had been developed with the people and or relatives. Reviews provided people with the opportunities to share their views in addition to a quality survey. When people’s needs changed the care plans were updated. All information was included which considered people’s religious or sexual needs.

Inspection areas



Updated 20 October 2018

The service was safe

People received care from consistent staff, who had their employment checks completed. Staff knew how to keep people safe from harm and to reduce the risk of infections.

Risk assessments had been completed which covered all aspects of people’s environment and care needs. Medicines were managed safety.



Updated 20 October 2018

The service was effective

People were supported to make their own decisions and when required best interest meetings had been completed.

Staff supported people with their dietary requirements and ongoing health care needs. Training was provided to staff to ensure they had the correct skills for their role.



Updated 20 October 2018

The service was caring

People received support from care staff who they had established relationships with them. Individual’s independence was promoted. Consideration was made to ensure people’s dignity and respect was maintained.



Updated 20 October 2018

The service was responsive

The care plans contained information and details to enable to staff to provide the care required. These included people’s equality needs and communication methods.

Some people were supported to continue to enjoy social activities and interests. Complaints had been addressed.


Requires improvement

Updated 20 October 2018

The service was not always well led

There was no registered manager at the service, however one had been recruited. Out of hours services were not always managed to support people and staff to receive the responsive service they required. People’s views had been obtained and any suggestions followed up to drive improvements.

Staff felt supported in their roles. Partnerships had been developed with a range of health and social care professionals.