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Norton Nurses Limited Requires improvement

This service was previously registered at a different address - see old profile

Reports


Inspection carried out on 8 April 2019

During a routine inspection

About the service: Norton Nurses is a domiciliary care service that was providing personal care to 37 people at the time of the inspection.

Norton Nurses is registered to provide care to children, younger adults, older people and people with dementia, physical disability, sensory impairment and mental health needs.

People’s experience of using this service:

• The provider displayed CQC’s rating of performance at their business location. However, they failed to display this on their website.

• Staff absence and the management team providing care to people had impacted on the management team’s ability to undertake regular reviews of risk assessments and care plans, and to undertake staff supervisions and co-ordinate team meetings.

• People were supported by staff that were kind and caring, their privacy and dignity was respected.

• People felt safe receiving care from Norton Nurses. People were supported by staff that had been safely recruited and had adequate training to meet their needs.

• People received their medicines on time.

• Risks associated with people falling, skin damage or eating and drinking had been identified and plans updated as and when people’s needs changed. Staff understood risks associated with people’s healthcare conditions.

• People were supported to eat and drink enough and to attend healthcare appointments when needed.

• People’s choices were respected and they were in control of their care.

• People’s independence was promoted and they received individualised support from staff that knew them well.

• Concerns and complaints were promptly responded to and people knew the management team by name.

• The service met the characteristics for a rating of ‘requires improvement’’ in two of the five key questions we inspected and a rating of ‘good’ in three. Therefore, our overall rating for the service after this inspection was ‘requires improvement’.

Rating at last inspection: Good (Report published 27 July 2016).

Why we inspected: This was a scheduled inspection based on the previous rating.

Follow up: Going forward we will continue to monitor this service and plan to inspect in line with our re-inspection schedule for those services rated Good.

Enforcement:

At this inspection we found the service to be in Breach of Regulation 20A Requirement as to display of performance assessments of the Health and Social Care Act 2008 (Regulated Activity) Regulations 2014. Full information about CQC’s regulatory response to the more serious concerns found in inspections and appeals is added to reports after any representations and appeals have been concluded.

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

Inspection carried out on 5 July 2016

During a routine inspection

Norton Nurses Limited provides personal care for people living at home in Northamptonshire. At the time of our inspection there were 50 people receiving personal care. This announced inspection took place on 5 July 2016.

There was a registered manager in post at the time of our inspection. 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 registered manager and the provider had values and a clear vision that were person centred and focussed on enabling people to live at home. All staff and the manager demonstrated a commitment to providing a service for people that met their individual needs. People had positive relationships with staff.

People were actively involved in decisions about their care and support needs. There were formal systems in place to assess people’s capacity for decision making under the Mental Capacity Act 2005. Staff provided people with information to enable them to make an informed decision and encouraged people to make their own choices.

People received safe care and support. Staff understood their role in safeguarding people and they knew how to report concerns. There were enough staff with the right skills and attitudes to meet people’s needs.

People benefited from staff that had received training that specifically met their needs. Staff had a full understanding of people’s support needs and had the skills and knowledge to meet them. Training records were up to date and staff received regular supervisions and appraisals. Staff were clear about their roles and responsibilities in caring for people and received regular support from the provider.

Care records contained risk assessments and risk management plans to protect people from identified risks. They gave information for staff on the identified risk and informed staff on the measures required to minimise any risks. Staff were vigilant regarding people’s changing health needs and sought guidance from relevant healthcare professionals.

Staff were aware of the importance of managing complaints promptly and in line with the provider’s policy. Staff and people were confident that if they had any concerns they would be listened to and any concerns would be addressed.

The provider monitored the quality and safety of the service and staff regularly monitored the support people received. People and staff were encouraged to provide feedback about the service and it was used to drive continuous improvement.