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Inspection Summary


Overall summary & rating

Good

Updated 16 December 2016

The inspection of Nurse Plus and Carer Plus UK Limited domiciliary care agency took place on 16 and 17 November 2016 and was announced. We gave the provider 48 hours’ notice because they were sometimes out of the office supporting staff or visiting people who use the service. We needed to be sure that they would be in. The inspection involved a visit to the agency’s office and telephone conversations with people who used the service and healthcare professionals.

Nurse Plus and Carer Plus is a domiciliary care agency based in Eastbourne. They are registered to provide personal care and nursing care. At the time of this inspection the regulated activity nursing care was not being provided. The service provides care and support for adults living in their own homes at key times of the day and includes support for people with physical disabilities, learning disabilities and dementia type conditions. At the time of the inspection there were 59 people who received personal care from the service.

The service had a registered manager although an acting manager was in place at the time of the inspection while the registered manager was on a period of leave. 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.

People told us they felt safe receiving the care and support provided by the service. Staff understood and could recognise the signs of potential abuse and knew what to do if they needed to raise a safeguarding concern. Training schedules confirmed staff had received training in safeguarding adults at risk.

Robust recruitment and selection procedures were in place and appropriate checks had been made before staff began work at the service. There were sufficient levels of staff to protect people’s health, safety and welfare consistently and reliably.

People said staff were caring and kind and their individual needs were met. One person told us, “All the carers are very nice and very caring.” Another person said, “The staff are very attentive to my needs.” Staff knew people well and had a good understanding of their needs and choices.

Care plans and risk assessments reflected people’s assessed level of care needs. People were encouraged to be as independent as possible. One person told us, “They always involve me with any changes to my care needs.”

Staff felt supported by management, said they were well trained and understood what was expected of them. Staff were encouraged to provide feedback and report concerns to improve the service. A member of staff told us, “The managers are really supportive and always available if I need to raise concerns.”

There was a complaints policy and information regarding the complaints procedure was available. Complaints were listened to and investigated in a timely manner and used to improve the service.

Regular audits were in place to measure and monitor the quality of care and service provided.

People and staff surveys were positive about Nurse Plus and Carer Plus. One person commented, “All staff we have are all good, no complaints.” A member of staff told us, “I enjoy getting up and coming to work. What we do makes a difference. You have a purpose. I like working here.”

Inspection areas

Safe

Good

Updated 16 December 2016

Nurse Plus and Carer Plus was safe.

Risk to people had been assessed and managed. Staff understood how to support people to remain independent in a safe way.

Checks had been completed on staff to ensure they were suitable and safe to work with people who used the service.

Staff understood how to keep people safe and what action to take if they were concerned that people were being abused.

There were enough staff to meet people’s needs consistently and reliably.

Effective

Good

Updated 16 December 2016

Nurse Plus and Carer Plus was effective.

Staff had received training and regular supervisions to carry out their role.

Staff protected people from the risk of poor nutrition and dehydration.

Staff had an understanding of the Mental Capacity Act 2005.

People had their health needs met and were referred to healthcare professionals promptly when needed.

Caring

Good

Updated 16 December 2016

Nurse Plus and Carer plus was caring.

Staff knew people very well and had a good understanding of people as individuals.

Staff had built rapport with people and treated them with kindness and respect.

People were consistently positive about the caring attitude of staff.

People were proactively supported to express their views.

Responsive

Good

Updated 16 December 2016

Nurse Plus and Carer Plus was responsive.

People received consistent, personalised care and care plans were reviewed.

Concerns and complaints were responded to appropriately.

People had a choice about who provided their personal care.

People were involved in developing their care.

Well-led

Good

Updated 16 December 2016

Nurse plus and Carer Plus was well-led.

There were systems in place to monitor the quality of the service.

People and staff told us the service was well managed and there was a positive open culture.

People’s feedback about the way the service is led described it as consistently good.

Regular audits took place to measure the quality and safety of the service provided.