Nationwide Care Services Ltd (Dudley)

Updated 2 May 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection was completed by one inspector.

Service and service type: Nationwide Care Services Ltd (Dudley) provides personal care to people living in their own home.

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.

Notice of inspection:

We gave the service 48 hours’ notice of the inspection visit because it is small and the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

Inspection site visit activity started on 20 March 2019 and ended on 26 March 2019. We visited the office location on 20 March 2019 to see the manager and office staff; and to review care records and policies and procedures. We made telephone calls to people who use the service on the 22 March 2019 and 26 March 2019.

What we did:

We reviewed the information we held about the service. This included information received from the provider about deaths, accidents/incidents and safeguarding alerts which they are required to send us by law. We also contacted the local authority to gain their feedback. We used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

We spoke with six members of care staff and the registered manager. We made telephone calls to four people and five relatives. We looked at three people’s care records as well as records relating to recruitment, complaints, accidents and incidents and quality assurance.

Updated 2 May 2019

About the service: Nationwide Care Services (Dudley) Ltd provides personal care to people living in their own homes. At the time of the inspection, 112 people received personal care from the service.

People’s experience of using this service:

People were supported by staff who knew how to report concerns of abuse and manage risks to keep people safe. People received support from a regular team of staff and there were systems in place to ensure visits were made on time. People’s medication was managed in a safe way.

People received support from staff who had training relevant to their role. People’s dietary needs were met and people had access to healthcare services where required. People’s rights were upheld in line with the Mental Capacity Act.

People told us that staff were kind and caring to them. People’s dignity, privacy and independence were encouraged. People’s diverse needs had been respected.

People were supported by staff who knew them well. Staff knew peoples preferences with regards to their care. Complaints made had been investigated and resolved.

People spoke positively about the leadership at the service. People were given opportunity to feedback on their experience of the service. This feedback was acted on. There were systems in place to monitor the quality of the service.

Rating at last inspection: Requires Improvement (Report Published 18 May 2017)

Why we inspected: This was a planned inspection based on the rating on the last inspection.

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