Nissi Home Care

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

This service scored 61 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff expressed positive views about the service’s culture and approach.One staff member told us,“I am happy with the support I receive from management. If I have a question, they are available to help me.” Another staff member said: “I am asked about my views on how things are being run. I am happy working here and I love my job”.

There were effective systems in place to ensure care was personalised and safe, and of high quality.Staff received training and guidance to support their development and enhance their skills. Feedback from people, their families, and staff indicated that staff understood and aligned with the provider’s expectations.

The provider followed practices that promoted effective monitoring such as regular spot checks and staff competency checks and mock inspections.

Staff expressed positive views about the management team, highlighting that they felt respected, supported, and actively involved. Regular staff meetings, supervision sessions, and surveys were conducted to ensure staff had opportunities to voice concerns and ask questions.

People using the service and their relatives reported that they were able to provide feedback and that any complaints were addressed to their satisfaction. One relative told us, “There was an issue with a new carer we raised in the past, it was dealt with straight away” and another said “The manager will pop in from time to time for verbal feedback”.

The provider demonstrated a commitment to workforce diversity, supporting an inclusive culture. They took meaningful steps to enhance equality and equity for their employees and ensured staff were offered learning and development opportunities. Additionally, their recruitment practices promoted equal employment opportunities for all candidates.

We did not look at Governance, management and sustainability during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider focused on continuous learning, innovation and improvement across the organisation and local system.

The manager maximised opportunities to check on the culture and quality of the service provided to people. This included working alongside staff on shifts and fostering an open door policy for people, their relatives and staff. This approach allowed them to gather direct feedback from people about the care and support they received, ensuring that personal preferences were fully respected, expectations were exceeded, and staff were effectively supported.

However, even though the manager demonstrated good knowledge of notifiable events to CQC, not all safeguarding cases had been reported to CQC as required. We discussed this with the provider and they explained this oversight would improve in the future.

During our assessment, we found some inconsistencies with record keeping. management took our feedback seriously and demonstrated their commitment to improve the issues we raised with them.