Archived: NSL Kent

At this visit we found that improvements had been made and many people were now experiencing a better service. However we found that there were still further improvements needed in order to ensure people received a reliable consistent service.

People we spoke with told us that they were happier with the service they received.

The planning and delivery of the service had generally improved. We found, however, that this was not consistent which meant that some people still did not receive a service that met their needs.

Recruitment checks were more robust and staff now had appropriate Disclosure and Barring (DBS) checks. However not all recruitment procedures fully met with the regulation.

Although new staff had received training we found that staff who had transferred from other organisations had not had their training updated.

Quality assurance processes were now more robust and the provider had improved systems for monitoring the service provided.

People's complaints were now responded to in a more timely manner.

We visited the head office, spoke with the management of the service, staff and contacted appropriate health care professionals and the Clinical Commissioning Group (CCG).

We found that people had not been receiving a service that was planned and delivered in a way that met their needs. This was because people experienced long waits for transport to and from their appointments and in some cases did not receive any transport.

The provider did not have effective recruitment systems in place. Records showed that staff were employed without employment checks, references or current Disclosure and Barring Service (DBS) checks.

Staff had received training and records showed that staff were trained prior to starting work.

NSL Kent had not been well led which meant that the quality assurance processes had not effectively identified the shortfalls in the service.

The provider had not taken reasonable steps in a timely manner to address the shortfalls which resulted in people continuing to receive a service that did not meet their needs.