Background to this inspection
Updated
7 September 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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by two inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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 we needed to be sure the registered manager would be available to support the inspection. Inspection activity started on 16 July 2019 and ended on 17 July 2019. We visited the office location on 16 July 2019.
What we did before the inspection
Prior to this inspection we reviewed all the information we held about the service, including data about safeguarding and statutory notifications. Statutory notifications are information about important events which the provider is required to send us by law. We used information the provider sent us in the Provider Information Return. Providers are required to send us key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
We used all of this information to plan our inspection.
During the inspection
As part of our inspection we spoke with four people who received care from Novus Care and five relatives. We also spoke with the registered manager, regional manager, provider and two staff members. We reviewed a range of documents about people's care and how the service was managed. We looked at six care plans, three staff files, medication administration records, risk assessments, policies and procedures and internal audits that had been completed.
After the inspection
Following the inspection, we spoke with an additional two staff members. We reviewed additional information requested from the provider including staff training records and further audit information.
Updated
7 September 2019
About the service
Novus Care Limited - Woking is a domiciliary care agency that was supporting 46 people 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 foundPeople and relatives told us they felt safe with staff. Staff were knowledgeable about safeguarding processes and reporting procedures were followed. People were supported by staff who had received training in medicines management and staff competence was monitored. Risks to people’s safety were assessed and any concerns addressed promptly.
There were enough staff to cover all care calls and people were supported by regular staff who knew them well. Staff received an induction when starting at the service and on-going training and support. Where people required support to eat and to access healthcare professionals this was provided. 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 supported this practice.
People and their relatives said staff were caring and they were treated with dignity and respect. People felt listened to by staff and were involved in decisions regarding their care. People were supported to maintain and develop their independence. Assessments were completed before people started receiving care to ensure their needs could be met and care plans were regularly reviewed.
People were supported to access their local community where this formed part of their care package. The service planned events to bring people together in a social environment. Any complaints were responded to promptly and people told us they would feel comfortable in raising concerns.
The service promoted a positive person-centred culture. People and staff told us they felt the service was well-led and provided the care and support they required. Quality assurance systems were embedded into the service and action taken where improvements were needed. The service worked alongside a range of health and social care professionals to ensure people received a holistic service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection: This service was registered with us on 24/07/2018 and this is the first inspection.
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.